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This is the most important thing to remember about using statistics effectively. Statistics are rarely meaningful in and of themselves. Statistics will, and should, almost always be used to illustrate a relationship. It’s more important for people to remember the relationship than the number.
Made to Stick
Chip Heath and Dan Heath
Triggers might include: If a customer calls to cancel their subscription, schedule an interview. If a customer has a question about feature x, schedule an interview. If a customer requests a customization, schedule an interview. Triggers can change week over week. The key is to clearly communicate to your customer-facing team who you would like to interview and to make it easy for them to schedule the interview. Give them a script to follow. It might be as simple as this: If the customer trigger occurs, then say: “I’d love for you to share your feedback with our product team. Can we schedule 20 minutes for you to talk with them?” If they say “Yes,” have your colleague schedule the interview.
Continuous Discovery Habits
Teresa Torres
4. When innovating, aim for “most advanced, yet acceptable” (MAYA). People generally prefer evolution over complete reinvention. However, maintaining some idiosyncrasies, or “the right amount of weird,” can create distinctiveness and interest. For example, Jaguar has a unique and memorable light switch and Veuve Clicquot has a defining yellow label.
Lenny Rachitsky’s Post
Lenny Rachitsky
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