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Lowered Effort Is More Important Than Heightened Delight

Reading this HBR article by Matthew Dixon, Karen Freeman, Nicholas Toman (2010) was a super helpful reframing of a lot of narratives I’ve been wondering about …

The authors argue that to make your customer delighted is too abstract of a goal, and it’s better to simply measure the amount of effort they’re applying to exact an outcome. It’s totally pragmatic. I love it.

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Quality, Speed, Price

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Hello world!

I was hanging out with Mailchimp’s Gene Lee on May 10, 2019 to share the Design in Tech Report — and while we were monkeying around, we talked a lot about the opportunity around “CX” as the better term to drive out there. I think I left Mailchimp with a different C in mind than Gene, but let’s see where this all goes.