A good rule of thumb when you design products and give support: “how do I make this person a 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘧𝘰𝘳 𝘭𝘪𝘧𝘦?” If you do right by them, customers … - Guillermo Rauch
" "A good rule of thumb when you design products and give support: “how do I make this person a 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘧𝘰𝘳 𝘭𝘪𝘧𝘦?”
If you do right by them, customers will reward you with business over the long term that doesn’t jump out on spreadsheets.
There’s a meme about venture capitalists looking for “generational companies.” It’s hard to pinpoint what and which those are, but when I think about the companies I look up to… I’ve been buying from them for ages.
Earned customer trust is like compounding interest. It’s unwise to trade trust for a short term gain.
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On a long enough timeline, everything gets subsumed by the (system) prompt and integrations that populate it
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