Thomas Brand, writing about the importance of setting the right expectations:
The most valuable part of setting expectations is telling the truth, even if the truth means you don’t know, but are willing to find out. I am much more likely to remain a customer of companies that treat me with respect by setting expectations, and sticking to their word.
So true. Trying to set a false expectation or trying to cover up that you don’t actually know the answer may have short-term benefits, but in the end the customer will find out the truth. If you’re up front and honest with them from the start things work out much better.
This post from Marco Arment, about a less-than-stellar experience his grandparents had at an Apple Store, is such an important lesson to learn:
It wouldn’t be the first time a technology expert lacked empathy for a customer, or made bad assumptions about what would be fast and easy for the customer to do on his own — especially when deciding to perform an easy, predictable, cure-all “restore”.
Reminds me of something I wrote earlier this year about asking questions and avoiding assumptions. Spending the time to do something right matters much more than doing it quickly.
Just updated to WP for iOS 3.1. Pretty solid improvement in things. I love that I can use post formats in the app now.
Target The Forward Fringe:
But when Apple announced the Retina MacBook Pro at WWDC, revamping all of my apps and my web site jumped to the top of my list of priorities…
Why? Because HiDPI customers may be a fringe group, but they are a forward-facing fringe. They represent the users of the future, and the more we cater to them now, the more deeply embedded our products and designs will be in their culture. The future culture.
Tap Left Margin -> Next Page; my favorite feature of the iPad. This means I can comfortably read while drinking tea and not worry about which hand holds my iPad.
The majority of the time I’m reading a book I just want to go forward. It always felt clumsy to swipe with my left thumb. Advancing with just a tap means the device never breaks my flow.
I thought this chart from The Verge was terrific. Focus and restraint breed quality. (via Shawn Blanc)
Raven for Mac. Interesting concept for a new browser on Mac OS X. It’ll be interesting to see how the software develops. Browsers definitely still have room for improvement and it’s refreshing to see someone thinking in new directions. Sidenote, it’s ridiculous how many apps Loren Brichter’s original Tweetie design has inspired.
We are fascinated by our giants and this fascination motivates us to learn. This is good. But we continually forget every story in this world is unique. We can’t cherry pick the convenient elements of one successful life and graft it into our own, expecting the same results. Had da Vinci or Ford been born today, they might have ended up janitors or car salesmen. And a school teacher or gardener from their times, born today, might have transformed the world. We don’t want to see success as fragile or circumstantial, but the slightest touch of chance in the lives of any great man or woman, and we’d never know their names.
Scott Berkun — The Jobsian fallacy.
Evangelism is word-of-mouth marketing. It’s the best kind of marketing because it’s honest and personal. We don’t pay attention to television commercials and magazine ads because we don’t trust them. We do, however, trust our friends recommending something to us.
And so, companies want their customers to tell their friends about the product. But try as you may, you can’t force people to talk about your product, which means that the next best thing is to try and get people to at least use it.
Shawn Blanc — You Can’t Buy Word of Mouth.