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1. Get advice and input from experts but design for
the broader community
2. Respond to all feedback, even when you respond
by saying, “No thanks.”
3. Do not take negative feedback personally;
remember that when people give feedback, they
are doing so because they care and have taken
the time to improve their experience.
4. Give credit to those whose ideas you implement;
nothing says “we are open to conversation” better.
5. When you a implement new idea, make sure
that you highlight it, and ask for feedback.
6. Make small, continuous changes rather than
waiting to implement everything at once.
7. Don’t just wait for feedback to come to you, go
out and find it; people are probably talking
about your product elsewhere.
8. No matter how many people like you, you will
always have someone who doesn’t - mind the
1. Stop moving and look around you until you
see everything clearly.
2. Transfer the knowledge.
3. Every time you feel anxiety, acknowledge it.
4. Define your own measure of success.
5. Get outside of your personal circle.
6. Realize that everything is out of your control
7. Have patience.
“...compared check-writing and
volunteering to cutting the leaves and
branches off a tree, where the heart of
the business and its ability to impact the
world positively is the tree itself.”
Gary Hirshberg, CEO, Stonyfield Farms
• You do everything you can to • You have a long list of customer
keep your customers on your relations policies. Any exception
website. to those policies has to go up the
chain of command for approval.
• You measure number of visitors
and time spent on your website • You need to create multiple
as whether you are successful. instructional videos so that your
customers will understand how
to use your product.
• When budgets get tightened, you
make cutbacks in areas like
customer service, marketing, • You demand social media
support staff and design. strategies that win over the
‘influencers’ to blog or tweet
about your product.
• You are bothered by a customer
describing your product in their
own words that doesn’t match
• You send customers to other • Your customers are doing things
websites. with your product you never
dreamed and are posting videos.
• You measure how many people
refer their friends to you as • Influencers are adding you as
success. friends on social networks.
• You let people feed in their • You work with your competitors
content from other sites easily. towards better customer
experiences for all.
• When budgets get tightened, you
tighten operational costs. • You know you compete for your
customers’ attention with
• Your only customer service policy
is to do right by the customer.
about those rockin’ images:
• Many are from iStockphoto.com (totally cool site)
• except as marked on the photo...
• a screenshot of my friendwheel: http://
• and the logos & screengrabs I stole from all of
the respective sites...
• Avant Game: http://www.avantgame.com
• Cruel 2 B Kind: http://www.cruelgame.com
• Microformats: http://www.microformats.org
• OpenID: http://www.openid.net
• Creative Commons: http://www.creativecommons.org
• BarCamp: http://barcamp.org
• Coworking: http://coworking.info
• Ma.gnolia: http://ma.gnolia.com
• Friend Wheel: http://apps.facebook.com/friendwheel
• Down and Out in the Magic Kingdom: http://craphound.com/down/
• Whuffie: http://en.wikipedia.org/wiki/Whuffie