As software engineers and designers, we enjoy thinking about the product. But customers don’t experience our product in isolation.
The complete product experience is comprised of:
In other words, engineering and product leaders need to think more holistically about their customer’s journey.
Framing SaaS as rented not purchased makes me think about two economic factors that are lower in rental markets than owner markets – sunk costs and barriers to exit.
Engineering and product leaders need to carry this message down to their teams.
Lovability the book is filled with boastful stories about Aha! which mostly bypassed my curiosity, but their engineering team effectively using a zero inbox approach to bugs did sound interesting and worth further consideration.
The author describes Aha!’s engineers as dropping everything when a customer bug report comes in, which they frequently fix within an hour.
The team at Aha! measures lovability partly through the volume of love notes from their customers. This feels similar and like a nice qualitative context for something like Net Promoter Score.
How strongly do I recommend Lovability?
3 / 10
At 259 pages, Lovability was about 200 pages too long. This book is filled with extreme repetition and fluff.