The screwdriver was never just for installation. It had ripple effects all the way up and down the customer journey. A vital part of the customer experience is post-sale. How do you stay connected to your customer in a way that’s actually useful? How do you keep on delighting people instead of just marketing to them, selling and selling until they’re sick of you? Our thermostat was made to be on people’s walls for ten years. By design, it would become like a piece of art—occasionally admired and adjusted, mostly fading into the background. But every time they opened the random-stuff drawer in
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