Problems as windows to study system and people behavior
When problems, loss, or friction occur in your business, resist the urge to get emotionally destabilized. Instead, recognize these moments as brief windows to study how your systems and people actually behave under pressure. A problem is real-time data about your business. The billionaire featured in Fortune magazine who built his empire by handling customer complaints for Fortune 500 companies understood this — complaints are the biggest hassle for most businesses, so he turned that pain into a business. Design is also a critical lens here: it's the interface where customers meet your marketing, products, and services. Every friction point in that interface is a gap waiting to be designed away.
Relevant Clips3
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Outsource the Pain Fortune 500 Companies Hate Most
A billionaire featured in Fortune magazine built his empire by offering to take customer complaint calls for Fortune 500 companies. Customer complaints are the biggest hassle for businesses, so companies gladly outsource this painful but necessary function.
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Treat Problems and Friction as Windows Into Your Systems
When problems, loss, or friction occur, recognize them as opportunities to study how your systems and people behave. Use these moments as brief windows to learn about your business operations rather than getting emotionally destabilized.
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Design Is the Interface Where Customers Meet Your Business
Design is the interface where customers meet your marketing, products, and services. It's the critical touchpoint that determines the entire customer experience, not just how things look.