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Seek understanding – not insurance
When you communicate, you have two responsibilities: 1. communicate your message 2. ensure the message is understood #1 is easy – but it is #2 that counts. You can do #1 and forget or skip #2 – but you haven’t really communicated. Saying words out loud is not communication – it’s just making noise. Communication…
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Be delightful
Every interaction with a customer is an opportunity to surprise and delight them. Two great examples of this have stood out to me in the last week. Amazon.com I’m a shockingly frequent Amazon shopper. There are so many things that I used to go to the shopping centre for that I now order from the…
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What makes a good Product Manager?
I was thinking recently about the relationship between UX experts and Product Managers, which got me to thinking about what a good product manager is – especially in the world of web products. I think a good product manager needs to understand the whole scope of his or her product. In the world of web…
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Recipe for a good SEO strategy: content worth linking to
The beauty of Google’s search algorithm is that it lets you find what you’re looking for, and it gets better all the time. Because Google is one of the most important ways to ‘get found’ on the web, a whole industry has arisen around how to “beat” the Google search algorithm: Search Engine Optimisation (SEO).…
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Teamwork: The product manager and UX designer
A discussion came up today on one of Nokia’s internal social discussion forums about how Product Managers should interact with User Experience designers. I was shocked to read that quite often not only do the Product Manager and UX Designer not really work together, but they don’t get along well at all. This is, to…
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5 product management lessons from the MacBook Air
5 product management lessons from the MacBook Air: push the boundaries, release early, take risks, learn from usage, and fail early and often.
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Chasing rabbits
If you chase two rabbits, both will escape. You can’t run in two directions at once, and you have no way of controlling where the rabbits are going to run next. You can maybe influence the rabbits by setting up boundaries; you can maybe predict the rabbits by knowing the terrain, but you can never…
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The Lexus Response
In 1989 Toyota launched a brand new series of luxury cars designed to compete with the likes of Mercedes Benz and BMW. After 9 years and over a billion dollars in investment, the first Lexus vehicle, the LS 400, was launched. Three months later, two owners contacted Lexus to complain about an overheated brake light.…
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Quality is boring
I’ve had an iPad for a few months now, but only recently I started using it to read eBooks. Although for me an electronic device will never replace the texture of paper and the smell of the freshly pressed ink, using the iPad to read books is a delightful experience. I enjoyed it from the…
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The focus manifesto
Do you ever feel like you’re rushing from one thing to the next, without really doing any one thing properly? Are you running from one social appointment to the next without taking the time and attention to enjoy each one? Is your desk like a constant fireworks show of new emails, instant messages, phone calls,…