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Kindle Notes & Highlights
Lovability — the capacity to earn genuine, heartfelt love and loyalty from customers — is the secret ingredient that propels a select few organizations ahead and leads not only to consistent growth and profitability but sustainable happiness for everyone involved.
If you are solving a real problem, your product and you are changing the world and your customers.
It is a relationship-based approach guided by the same ideals that guide healthy relationships in other parts of our lives — honesty, empathy, communication, and authenticity.
The product is the complete experience and the relationship you and the customer share. That creates loyalty, trust, and love. That is your product. That is the Complete Product Experience (CPE).
the way to create a “whole” product is to think through both your customer’s problems and solutions.
“The product is the complete experience and the relationship you and the customer share.”
Thinking broadly about the CPE led both companies to develop a worldview well beyond just thinking about technology. That’s what leads to love, loyalty, and profitability.
Data alone will not help you delight customers or make them love you.
Lovability is about knowing customers like family and having data.
the people who consume what you create decide if you are great.
The only way to get inside your customer’s businesses — into their lives — and make that kind of real, positive difference is to know them and honestly care about helping them.
Not only can a product have a purpose, a lovable product must have one.
The purpose of a product is to help customers achieve something meaningful in a lasting way.
The best products empower each person who uses them to find meaning in their use, regardless of where the person is on their journey. The best products make us successful, better than we were before we found them.
Great businesses have a greater purpose that their customers rarely ask for but always want — to make things better and better and better.
The challenge is distinguishing between an idea that has no future and an idea that you have just not executed properly.
big ideas should not be immediately followed by big money.
You are on your way but must be vigilant to avoid another dangerous line of thinking — scale before profit and growth at all costs.
build-valuefirst approach
You will create products that earn customer love, grow organically and authentically, and build a valuation based on solid fundamentals, not promises.
The key to a prosperous exit is not to think about the exit at all. Simply do exceptional things for people over and over again. Then when a buyer makes you an offer, you might be shocked at the real enterprise value you have created.
In this world, the MVP strategy is a deathtrap. It aims for “good enough,” not great.
It breeds an employee culture that is about making the sale, not making the customer fall in love.
the key to growth is differentiation through long-term customer happiness.
a corporation is simply a legal fiction. The company does not do anything. People do.
If you work as hard as you can to achieve your goals, guided by values and purpose, then let the chips fall where they may.
