When empathy becomes insulting:
A natural, caring organization designed to create passionate customers stretches and bends. A rigid business bureaucracy looks to nail every T on policies, procedures, and practices—customers be damned.
I’m at Write the Docs today in Portland and will be posting notes from sessions throughout the day. These are all posted right after a talk finishes so they’re rough around the edges. Ann works at 37signals on their support team. She talked about the launch of their… Continue reading →
Product roast. Cool idea from 37signals about critiquing your product. Given the right environment it would also be interesting to let customers roast your product.
37signals has a really cool footer design. Great way of visually indicating the end of a page.
Bootstrapped, Profitable, & Proud: Coudal. 37signals talks with Jim Coudal about the founding, growing pains, and success of Coudal Partners. A wonderfully honest interview by Jim Coudal.
37signals on hiring. 37signals takes time to discuss their experience in hiring people recently. They make the point that getting a job is not a numbers game. If you’re taking the shotgun approach you’re doing it wrong.
On the Front Lines, In the Trenches. How selling glassware for $9.99 actually makes you a better designer as well. The easier it is for everyone to jump in and interact with users the better your product will be.
Smiley goes public: Now everyone can see how our customers feel about our customer support. 37signals now lets everyone see the 100 most recent ratings of support interactions. Really like the way it’s labeled the “Happiness Report.”
All the “wrong” things 37signals did with Rework. Matt from 37signals writes about all the things they did “wrong” with Rework. Like usual, none of it affected things negatively as the book was a tremendous success.
37signals launched a bulk subscription suite for their apps a couple of days ago. In the launch announcement I noticed that they refer to users as owning their apps: Currently the 37signals Suite is only available for people who already own a Basecamp, Highrise, Backpack, or… Continue reading →