Tooth of the Weasel – stuff you should know
I recently watched a lecture by Kevin Hale , who co-founded a startup named WuFoo back in 2006, grew it over five years to millions of customers, and sold it for 35M$ , to SurveyMonkey . He subsequently became a partner at Y-Combinator for several years. The lecture was about making products people love, and one of the points he made was around WuFoo’s obsession with the customer:
It’s a great 45 minute video, and absolutely worth watching — it’s embedded down at the end. But what really drew my attention was that first point above, about everyone doing a customer support rotation. And that’s because at Voalte , which also had a customer obsession, we took a similar approach that we called The Diagnostics Team.
The team was like the cast of House : expert detectives in their domain that could tackle the hairiest problems, sometimes getting that “eureka!” moment from the unlikeliest of events. I/O throughput was our lupus .
Tooth of the Weasel – stuff you should know