Join 📚 Felicity's Weekly Book Highlights
A batch of the best highlights from what Felicity's read, .
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
A good strategy draws power from focusing minds, energy, and action. That focus, channeled at the right moment onto a pivotal objective, can produce a cascade of favorable outcomes. I call this source of power leverage.*
Good Strategy/Bad Strategy
Richard Rumelt
Having graduated from the context of a first-time reader, they’ll end up commenting on tone and typos instead of the big-picture priorities like whether they want it, whether it works, and where they get bored.
Write Useful Books
Rob Fitzpatrick und Adam Rosen
...catch up on these, and many more highlights
Readwise