Helping Sells Radio
403 episodes - English - Latest episode: about 2 years ago - ★★★★★ - 26 ratingsHelping Sells Radio is the enterprise software podcast for people who want to help customers achieve outcomes with software. We talk to technology professionals who work all over the customer journey, from marketing and sales to customer success and professional services, to unpack innovative ways people are taking a helpful approach with customers. Brought to you by ServiceRocket Media.
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Episodes
212 Mark Donnigan What is go to market engineering?
December 04, 2020 14:08 - 1 hourMark Donnigan designs and executes marketing playbooks that produce real business results for early and growth stage technology startup companies. We talked about go-to-market engineering (what’s that?), anchoring customers to you as a category king, Christopher Lochhead (my favorite marketing podcast), how to spend that money you just raised, and we almost got to the “self-organizing buyer," but ran out of time. More about Mark: * His website: Growthstage.marketing * On Linkedin This i...
211 Irene Lefton New VP of customer success? Go on a listening tour
November 21, 2020 01:10 - 58 minutesIrene Lefton returns to talk about her latest article, Five Steps a VP of Customer Success Needs to Get Started. As a customer success influencer and advisor, Irene is asked regularly to help startups design action plans for a new head of customer success. After building numerous plans, Irene noticed patterns. So, she built a framework. The first and biggest and hardest step in her framework is called, “Listen and Learn.” It’s the first step because you’d be a fool to start making cust...
210 Nils Vinje Improve leadership communications with a framework
November 14, 2020 13:36 - 56 minutesThe last time I talked to Nils Vinje, it was on Episode 197, and we talked about his new great leadership book,“The 30 Day Leadership Playbook: Your Guide to Becoming the Leader You Have Always Wanted to Be.” In it, Nils talks about four pillars of leadership. The third pillar is leading with communications, and this one got to me. In particular, the part of leading with communications called “the power of frameworks.” I spend a lot of time asking Nils about framework-thinking on the last...
209 Colleen Blake How to partner with your people team to help customers better
November 05, 2020 14:12 - 47 minutesYou are not getting the most out of your people team to deliver the best service you can to your customers. And Colleen Blake, VP of People at Dremio, is here to help. Most leaders of customer teams are putting together hiring requests because their teams are overwhelmed. “My team is going to burn out if we don’t hire more people. Then we’ll lose them. And our customers.” That’s how most of us hire. That’s the wrong way to hire. First of all, it is reactive. We should want to be ...
208 Rav Dhaliwal Go to market is half the battle. Customer success is the other half
October 30, 2020 13:13 - 53 minutesRav Dhaliwal is an investor and venture partner at Crane Venture Partners, and he wrote an article recently called, There’s no such thing as post sales. You might be thinking, as I was thinking, “Wait a minute, of course there’s post sales. We have pre-sales (marketing and sales), which is everything that happens before the sales is made. And then there is post sales (customer success, professional services, support), which is everything that happens after the sale.” Every software company...
207 Introducing Connecting the Dots episode 4 | Quarterly business reviews (QBRs)
October 24, 2020 16:20 - 45 minutesIn Helping Sells Radio episodes 204 to 207, we are introducing a new podcast called, Connecting the Dots, a podcast about building a SaaS business in Learndot. In these four episodes, we share with you the first four episodes of Connecting the Dots in the hopes you will find it valuable enough to subscribe to. Which you can do on Apple Podcasts or Spotify or on my favorite podcast app, Overcast. Visit Connecting the Dots to subscribe today: https://connectingdots.buzzsprout.com/ This is a ...
206 Introducing Connecting the Dots episode 3 | Net revenue retention
October 24, 2020 15:19 - 27 minutesIn Helping Sells Radio episodes 204 to 207, we are introducing a new podcast called, Connecting the Dots, a podcast about building a SaaS business in Learndot. In these four episodes, we share with you the first four episodes of Connecting the Dots in the hopes you will find it valuable enough to subscribe to. Which you can do on Apple Podcasts or Spotify or on my favorite podcast app, Overcast. Visit Connecting the Dots to subscribe today: https://connectingdots.buzzsprout.com/ This is a ...
205 Introducing Connecting the Dots episode 2 | Account ownership
October 24, 2020 14:18 - 49 minutesIn Helping Sells Radio episodes 204 to 207, we are introducing a new podcast called, Connecting the Dots, a podcast about building a SaaS business in Learndot. In these four episodes, we share with you the first four episodes of Connecting the Dots in the hopes you will find it valuable enough to subscribe to. Which you can do on Apple Podcasts or Spotify or on my favorite podcast app, Overcast. Visit Connecting the Dots to subscribe today: https://connectingdots.buzzsprout.com/ This is a ...
204 Introducing Connecting the Dots episode 1 | High touch customer success
October 24, 2020 13:16 - 44 minutesIn Helping Sells Radio episodes 204 to 207, we are introducing a new podcast called, Connecting the Dots, a podcast about building a SaaS business in Learndot. In these four episodes, we share with you the first four episodes of Connecting the Dots in the hopes you will find it valuable enough to subscribe to. Which you can do on Apple Podcasts or Spotify or on my favorite podcast app, Overcast. Visit Connecting the Dots to subscribe today: https://connectingdots.buzzsprout.com/ This is a ...
203 Chelsea Martin Does your customer journey map include gift giving?
October 23, 2020 13:02 - 51 minutesI know, I get it. We should give gifts to customers. It shows we are paying attention. It shows are thinking a little more about our customers than just, “when can we close this deal.” It’s just that I have received too many emails from sales people saying, “I’ll give you a pair of headphones or a fleece jacket or a gift card, if you meet with me and let me show you our "wiz-bang, automated, AI, big data, digital transformation, IoT, machine learning, data lake product" that will transform h...
202 Peter Levitan Adding value to companies with a shared mission
October 17, 2020 13:05 - 51 minutesPeter Levitan knows something about adding value to companies. He spend 16 years in advertising at one of the largest ad agencies in the world, bought and sold three advertising agencies, and founded two internet startups, one of which was sold to Microsoft. Levitan describes company value in a few ways. Sure, a company has value so it can be sold. You might call that the company valuation or market capitalization. There is another element of value. There is value in attracting employ...
201 Paul Reeves Helping customers make progress
October 09, 2020 15:01 - 50 minutesPaul Reeves is a founding member and a governing council member of the customer success leadership network (CSLN). He has also built and led numerous customer success functions at software companies like ShotSpotter, TokBox, Zendrive, and Badgeville. And oh-by-the-way, co-founded Betterworks. I guess you could say he knows customer success. Inspired by the book, The Progress Principle: Using Small Wins to Ignite Joy, Engagement, and Creativity at Work, Paul and I talked about how we might ...
200 Faez Ahmed Product certification programs create markets
October 02, 2020 17:30 - 48 minutesWhat is the value of a certification program? Faez Ahmed, senior director, training & certification at ServiceNow and member of the customer education management association Europe (CEdMA), has a create answer. He says, ultimately, the market will determine the value of your certification program. The question is, “Can a software company create that market of ‘buyers’ who will derive value from the certification program?” As Faez describes, the answer to this question has three parts: ...
199 Kevin Streater Your certification program better be resume worthy
September 18, 2020 16:42 - 48 minutesMany enterprise software companies face the question, “Should we create a certification program?” To answer this question properly, a company needs to understand it’s customers well. Kevin Streater, VP of ForgeRock University at ForgeRock, joins Helping Sells Radio to help us sort this out. Kevin is also a member of the British Computer Society Chartered Institute for IT and a member of the Customer Education Management Association Europe (CEdMA) and prior to ForgeRock, spent numerous yea...
198 Wayne Mullins How to talk to customers about delivering results
September 11, 2020 18:18 - 53 minutesWhen we sign up a new customer, we make a bargain that looks something like this: Our customer will hold us accountable for delivering the product, the service, the results that they expect when they sign up. We can all agree to this. Most customers are not shy about telling us when and how we are falling short. The customer will hold us accountable. This is a bargain, to be sure, but it is a one-way bargain. According to Wayne Mullins, founder and CEO of Ugly Mug Marketing, there is (...
197 Nils Vinje To lead: Operate at a framework level
September 01, 2020 14:28 - 1 hourIf there is one thing I know about leadership and working and career is that when you interact with the CEO, or anyone on the c-suite, you need to minimize your time and maximize your impact. More practically speaking, you need to be the one who says, “I gotta run.” And then walk away. “Well that seems counter-intuitive,” you say. “How can I maximize my impact, when I spend the least amount of time possible with the CEO?” Easy. The shorter your interactions, the more interactions yo...
197 Nils Vinje To lead: Operate at a framework level
September 01, 2020 14:28 - 1 hourIf there is one thing I know about leadership and working and career is that when you interact with the CEO, or anyone on the c-suite, you need to minimize your time and maximize your impact. More practically speaking, you need to be the one who says, “I gotta run.” And then walk away. “Well that seems counter-intuitive,” you say. “How can I maximize my impact, when I spend the least amount of time possible with the CEO?” Easy. The shorter your interactions, the more interactions you...
196 Steve Frost Now more than ever, helping will sell, but selling won’t help
August 28, 2020 14:15 - 54 minutesHelping customers achieve outcomes from the products they buy from us is what services teams do. “Now...sales teams have to get on board with that,” says Steve Frost, vice president and managing director of revenue research and advisory for TSIA. “With all the uncertainty we are experiencing now, it's kinda hard to introduce something new to a prospect or customer. You’ve gotta provide some help and some guidance and value to the equation.” Steve explains that services team have been on th...
196 Steve Frost Now more than ever, helping will sell, but selling won’t help
August 28, 2020 14:15 - 54 minutesHelping customers achieve outcomes from the products they buy from us is what services teams do. “Now...sales teams have to get on board with that,” says Steve Frost, vice president and managing director of revenue research and advisory for TSIA. “With all the uncertainty we are experiencing now, it's kinda hard to introduce something new to a prospect or customer. You’ve gotta provide some help and some guidance and value to the equation.” Steve explains that services team have been on thi...
195 Alex Goldfayn Customers niche us
August 25, 2020 14:10 - 41 minutesWe think we are so smart. We finally figure out that niching down on a narrow customer segment is the best place to start and then grow. It works. But as we grow, it doesn’t occur to us that our customers start to niche us. What does that mean? Alex Goldfayn, CEO of the Evangelist Marketing Institute, and author of the new book, 5-Minute selling: The proven, simple system that can double your sales … Even when you don’t have time, explains that our customers put us in a bucket for that ...
194 Keri Keeling Helping customers in a COVID-19 world
August 21, 2020 11:50 - 43 minutesThe world has changed dramatically since mid-March. One thing that has not changed is that you have customers to help. How do you help customers in a COVID-19 world? Keri Keeling, Global head, customer success innovation & Intelligence at VMWare and member with me on the board of the Customer Success Leadership Network, joins Helping Sells Radio to help us figure this out. Keri reminds us that some of our customers may need us now more than ever. Some customers might even be killing it b...
193 Tom Williams Help your prospects buy with mutual action plans (MAP)
August 20, 2020 11:19 - 43 minutesImagine if your sales calls were more like planning sessions. Imagine if you could work on a buying plan and a project plan with your prospect. Mutually. Together. What if you did this, and your prospect was so bought in, because they helped create the plan, that they did at least as much as you did to get the deal through? This is all possible with the Mutual Action Plan (MAP). Tom Williams, co-founder and CEO of Dealpoint, joins Helping Sells Radio to talk about Mutual Action ...
192 Magda Houalla Influencer marketing in B2B works
July 31, 2020 11:21 - 49 minutesI know what you’re thinking. Influencer marketing is for celebrities on Instagram and that most of the time, these relationships are inauthentic. You might even know of the stories of influencers and brands not even using the products they are paid to promote. This leaves a bad taste in your mouth all by itself. Then you throw in the idea that influencer marketing can be used in B2B and you say, “OK. That’s it. I’m not buying it.” Maybe you should buy it because Magda Houalla, Direc...
191 Rob Israch An advocate for customer advocacy
July 24, 2020 11:01 - 49 minutesThanks to my discussion with Rob Israch, chief marketing officer and alliances at Tipalti, I have a much different view of net promotor score (NPS) and customer advocacy. Customer advocacy is a lot more of a growth driver than we might think, on the surface. And NPS might be the ultimate leading indicator of that growth. According to Rob, if you peel back the layers of why companies like Salesforce and Zendesk and Slack have been so successful, you will see they had a lot of word of mouth...
190 Alice Heiman If everyone owns the customer, no one owns the customer
July 17, 2020 14:35 - 43 minutes“Imagine a world in which people couldn’t wait to talk to a salesperson.” If all sales people were trained by Alice Heiman, that world just might exist. The moment I read this passage from Alice’s blog, Customers for Life: The Art of Keeping your best customers for life, I knew I had to get her on the show: Traditionally it was the salesperson’s job to land new accounts and keep them. Today, most organizations have separated the jobs and have salespeople looking for new business and ac...
189 Skip the Budget, Learn to Forecast with Megan Macaluso | Podstorm #2
July 10, 2020 22:44 - 1 hourWelcome to a special episode of Helping Sells Radio. Actually, It’s an experiment. The experiment is a series of episodes we’re going to call a Podstorm. Hat tip to Christopher Lochhead for “inventing” the term podstorm and giving us the idea to try it. In this podstorm Megan Macaluso, VP of customer success and operations at ESG is BACK. And we are going to continue with our theme of ranting about work...and this episode: “Things That Drive Us Nuts at Work, But We Still Do Anyway. Except ...
188 Megan Macaluso Product Adoption is a Fool’s Errand | Helping Sells Podstorm #1
June 12, 2020 17:05 - 1 hourThis is a special episode of Helping Sells Radio. Actually, It’s an experiment. The experiment is a series of episodes we’re going to call a Podstorm. Hat tip to Christopher Lochhead for “inventing” the term podstorm and giving us the idea to try it. Our first podstorm is with Megan Macaluso, VP of customer success and operations at ESG. The name of this episode is called: “Things That Drive Us Nuts at Work, But We Still Do Anyway. Except That We Blame Others for Doing It. Because Of Cour...
188 Megan Macaluso Product Adoption is a Fool’s Errand | Helping Sells Podstorm #1
June 12, 2020 17:05 - 1 hourThis is a special episode of Helping Sells Radio. Actually, It’s an experiment. The experiment is a series of episodes we’re going to call a Podstorm. Hat tip to Christopher Lochhead for “inventing” the term podstorm and giving us the idea to try it. Our first podstorm is with Megan Macaluso, VP of customer success and operations at ESG. The name of this episode is called: “Things That Drive Us Nuts at Work, But We Still Do Anyway. Except That We Blame Others for Doing It. Because Of Cours...
187 Rohit Bhargava Being Proactive is Not Being Quickly Reactive
June 12, 2020 16:09 - 45 minutesIf customer success is about being proactive and helping customers achieve outcomes and challenging customers to do their jobs better, then Rohit Bhargava’s book, Non-obvious Megatrends: How to See What Others Miss and Predict the Future, is the greatest customer success book of all time. I don’t say that lightly. I say that because Rohit’s book lays out precisely how to help customers in a more proactive and valuable way than you might be used to. It goes way beyond the usual "help customer...
186 Jason Bradshaw How to Execute and Measure the Customer Experience
June 05, 2020 16:12 - 51 minutesAs Jason Bradshaw describes in his book, It’s all about CEX! The Essential Guide to Customer and Employee Experience, in 1994 customer service was the differentiator. In the early 2000s it was engagement. Today is all about customer experience management. Sounds good. Here’s the problem. Customer experience is one of those terms that sounds good, everyone knows it’s important, but no one really knows how to define it. It’s too vague. In his book, Jason gives us an excellent framew...
185 Nicole Dwyer The Accounts Receivable Team That Asks, "What’s the Customer Story" Wins
May 29, 2020 22:02 - 46 minutesI bet you’ve never connected the dots that accounts receivable is a business process that is so tightly connected with customer success. I don’t think I’ve ever thought about that. Sure, we know that collecting money on invoices is important, and we know cash flow is what makes our companies run and what makes the payroll happen. But don’t most of us think that invoices just go about and customers mostly just pay them? Be honest. I promise, after you listen to this discussion with YayP...
185 Nicole Dwyer The Accounts Receivable Team That Asks, "What’s the Customer Story" Wins
May 29, 2020 22:02 - 46 minutesI bet you’ve never connected the dots that accounts receivable is a business process that is so tightly connected with customer success. I don’t think I’ve ever thought about that. Sure, we know that collecting money on invoices is important, and we know cash flow is what makes our companies run and what makes the payroll happen. But don’t most of us think that invoices just go about and customers mostly just pay them? Be honest. I promise, after you listen to this discussion with YayPa...
184 John Bertino When You’re a Generalist, No One Knows How to Refer You
May 22, 2020 22:38 - 46 minutes"Why don’t they just say no,” say customer success managers of sales executives who close deals with customers who do not fit the ideal customer profile. Now the customer success manager has to deal with customers who have expectations that do not fit with what the product or service actually does well. We have just gotten off on the wrong foot, and this situation is not good for anyone. That customer, during the on-boarding process, is already expressing disappointment and is evening thi...
184 John Bertino When You’re a Generalist, No One Knows How to Refer You
May 22, 2020 22:38 - 46 minutes"Why don’t they just say no,” say customer success managers of sales executives who close deals with customers who do not fit the ideal customer profile. Now the customer success manager has to deal with customers who have expectations that do not fit with what the product or service actually does well. We have just gotten off on the wrong foot, and this situation is not good for anyone. That customer, during the on-boarding process, is already expressing disappointment and is evening thin...
183 Neil Sahota Finally! Someone Talks About AI in a Language I Understand
May 15, 2020 23:27 - 42 minutesI work in technology. You might say I work on the forefront of some. But I must admit, when I hear someone lead a conversation with the statement, “We need an AI strategy,” my spidey-senses start to fire. Danger. Danger. Danger. I don’t just mean AI. The statement could be any of the following… We need a machine learning strategy. We need a big data strategy. Let’s hire a data scientist. We need podcast strategy. When you hear someone in your company talking like this, you can sou...
182 Matt Barnett Says "Automate Processes, Not Relationships"
May 08, 2020 13:54 - 38 minutesSales is changing. 90% of people won’t pick up a cold call and 53% prefer researching online. This doesn’t make things easy on the sales executive who is trying to help prospects make improvements in their businesses. How are sales execs supposed to communicate with prospects if no one is picking up the phone? Matt Barnett, CEO of Bonjoro, says asynchronous video is the answer. He created his company to help sales people communicate authentically with prospects. It seems to be working. ...
181 Four Things I Learned About UX Design from Sam Horodezky
May 01, 2020 23:53 - 47 minutesAs Sam Horodezky so eloquently puts it: if you ask people if they would except anything less than the best user experience design, most people would probably say “No! I won’t.” But few of those same people are willing to do what is necessary to create the best user experience design. And that is how we started this episode. Loyal listeners of Helping Sells Radio know that I am not a designer. Far from it. I don’t understand it, and I could not recognize it if I saw it. Basically, I a...
180 Garrett Mehrguth Make Your Customer the Star of the Show
April 27, 2020 13:57 - 45 minutesShould you target the decision-maker or the champion? I bet most of you would say, “Target the decision-maker. They sign the check, after all.” Not so fast, advises Garrett Mehrguth, CEO and co-founder of Directive, a performance marketing company for SaaS brands. Think about how a decision-maker (the boss) makes decisions. They say the manager (the champion) who reports to them, “Let’s look into some options for this product. Go do some research, pick your favorite two or three, and I’ll...
179 Emily McGuire Stop Sending Email Newsletters
April 17, 2020 21:52 - 40 minutesOK. I get that you want to nurture your leads, but is your email newsletter really helping your audience? Or are you just trying to stuff as much information into that email as you can. Be honest. We’ve all done it. Added more topics to the newsletter to make it more informational. And just when you think you're done, the VP says, “Before you send the newsletter, add a blurb about the new professional services offering.” Good grief. The newsletter is no longer about your audience. I...
178 Amy Bucher Behavior Change Design Helps Customers Achieve THEIR Goals
April 10, 2020 19:05 - 47 minutesHow do you get your customers to use your software? To execute that onboarding plan? To implement the plan from your last QBR? Amy Bucher, author of "Engaged: Designing for Behavior Change," might be able to help. With the right design approach that is based on marrying psychology and design, you can help customers change their behavior. This is what behavior change design is all about. You discover what your customers value and help them realize that. It’s not easy. But there is a method. ...
177 Jim Kalbach Jobs-To-Be-Done is About Going Beyond the Product
April 03, 2020 22:24 - 35 minutesMaybe it’s not the only way to look at the jobs-to-be-done framework, but it might be the most clarifying way. Jim Kalbach, author of "The Jobs To Be Done Playbook: Align Your Markets, Organization, and Strategy Around Customer Needs” suggests you look at it this way…when studying a customer’s job, ask yourself, “How would this job get done 50 years ago?” The point of this question is the remove the notion that current technology and knowledge does not exist and helps the product manag...
176 Michael Pollack Went Beyond His Product to Help a Customer Develop a New Offering
March 27, 2020 23:00 - 43 minutesMaybe I am spoiling the end, but I can’t help myself. Michael Pollack, co-founder of Intricately, tells a story about how his team…using the data his product helps customers collect and used, helped his customer see a new opportunity, develop a new offering, and take to market. This is not even necessarily what his product helps customers do. His team went above and beyond the strict purpose of the product to help his customer achieve an outcome larger than their relationship required...
175 Rob Markey The New Customer Metrics
March 21, 2020 00:14 - 52 minutesRob Markey, Bain & Co partner, author of "The Ultimate Question 2.0," and co-creator of the Net Promoter System (NPS) has a new Harvard Business Review article out. It’s called, “Are you undervaluing your customers?” I think this is the right question to ask. After all, the purpose of a business is to create and keep customers, says Peter Drucker. Yet, too often we get caught up in other pursuits…bookings, billings, revenue, earnings per share, churn, health scores, comp plans,...
174 Michael Tuso What Does a Director of Revenue Management Do? Help Customers
March 14, 2020 02:17 - 44 minutesYou might think the best way to respond to a customer or prospect’s description of a problem they want to solve is to explain or demonstrate how your product can help them solve that problem. After all, you product was designed to solve that problem, right? The problem is that leaping to a product solution might be an act of ignoring what your prospect or customer is really saying. Michael Tuso, director of revenue management at Chili Piper joins the podcast to talk about how revenue...
173 Allan Dib Marketing Doesn’t Deal with Customer. WRONG.
March 06, 2020 16:06 - 45 minutesServiceRocket founder and CEO, Rob Castaneda posted a message in our Workplace from Facebook communication tool about books we read. His message was basically this…don’t tell me what you’ve read, show me. I am guilty of telling. Most of the time. But on rare occasional I actually “do” a book. After I read, Allan Dib’s book, "The 1-Page Marketing Plan: Get New Customers, Make More Money And Stand Out From The Crowd,” I took action. immediately I applied his three phase marketing...
173 Allan Dib Marketing Doesn’t Deal with Customer. WRONG.
March 06, 2020 16:06 - 45 minutesServiceRocket founder and CEO, Rob Castaneda posted a message in our Workplace from Facebook communication tool about books we read. His message was basically this…don’t tell me what you’ve read, show me. I am guilty of telling. Most of the time. But on rare occasional I actually “do” a book. After I read, Allan Dib’s book, "The 1-Page Marketing Plan: Get New Customers, Make More Money And Stand Out From The Crowd,” I took action. immediately I applied his three phase marketing...
172 Maranda Dziekonski The Customer Success Career Matrix
February 28, 2020 12:00 - 36 minutesWhat choice would you make? Hire someone with customer success experience but not industry experience. Hire someone with industry experience but no customer success experience. Or hire someone with neither. Of course, you’d hire someone with both. Or would you. Can you see the career matrix unfolding right here in front of you? We talk about this very trade off with Maranda Dziekonski, VP of customer success at Swiftly, board member of the Customer Success Leadership Network (CSLN), to...
171 Kellie Lucas The Customer Success Pioneer
February 21, 2020 21:11 - 45 minutesThere are so many nuggets in Kellie Lucas’s book, “The Customer Success Pioneer: The First 12 Months of Your Journey to Growth.” I didn’t know where to start. So I just made a list of things from her book that I wanted to talk about. The list looked something like this… You wrote this at the beginning: "This book will walk you through the first months of establishing a customer success function and philosophy which works in alignment with the rest of your organization’s teams to...
170 Jennifer Chiang Startup Guide to Customer Success
February 14, 2020 12:00 - 42 minutesJennifer Chiang and I just geeked out on customer success. Jennifer is director of customer success at Yup and just published a book called, "The Startup’s Guide to Customer Success: How to Champion the Customer at Your Company.” So, of course that’s what we did. More about Jennifer: Her book: guidetocustomersuccess.com On Linkedin: https://www.linkedin.com/in/jennifer-chiang/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus...
169 Michael Metts and Andy Welfle Give Users Clarity with Words
February 11, 2020 23:01 - 38 minutesIf you are like me, you think of design as primarily what something looks like and secondarily how something works. But you probably don’t think about all the words used in a product as part of the design. This episode will change your perspective. I interview Michael Metts and Andy Welfle, co-authors of “Writing is Designing: Words and the User Experience about how a lack of good word design in products can get users into trouble. In just one simple example, you know those error mess...