Lovability: How to Build a Business That People Love and Be Happy Doing It

by Brian de Haaff

“Customer support is part of development

invite a person from support and PSs to some kickstarts?

If you want to increase your odds of understanding what your customers want and why, hire people who are like them.

Cool

Lovability shows itself in three ways

Why do you need to rewrite the previous 10 pages?

MVP strategy is a deathtrap. It aims for “good enough,” not great.

I understand MVP differently: less features, but done extremely well

A table full of bullshit

How do we measure if we are successful? Eighty percent of new product features are the direct result of what customers ask us for.

What is the conection?

But a few years ago, markets introduced self-serve checkout lanes, supposedly for convenience. Let’s be honest: The change was less about customer convenience and more about cutting cashier salaries. Self-serve lines are actually slower, aren’t they? Sometimes, you just want someone to help you. For the sake of saving a few dollars, some businesses have robbed themselves of the personal touch that made them unique.

Self-service machines are a blessing, there's nothing personal in buying groceries. For Christ's sake, not everyone is an extrovert

in three to 12 months.

Aaaaaa!

Let’s say you’re a musician and you can only make 50 recordings in your life. Why would you create crappy music? Why wouldn’t you want to build something great?

For God's sake

You do not have to guess at what your customers want or the initiatives that will get you there — interruptions provide that information.

Hello, biases

TRM organizations are intrinsically motivated. They eagerly point out that work has value in and of itself. That is why no one at Aha! is compensated through commissions.

We also assign a book on a key theme twice a year.

What about intrinsic motivation here?

To be completed by all employees. For an explanation of each metric, please refer back to chapter 9

So every employee should read a chapter of this book before filling out the survey? No, thanks