Getting someone’s name wrong makes for a bad impression. That applies to email too, of course. You’ve seen emails that start like this:

Or this:

Imagine this scenario in real life, face-to-face with an acquaintance: “Hey first name, so great...

There’s valuable feedback about your product and your business hidden beneath the surface.

Above the water sits the easily visible feedback: metrics you’re collecting in analytics tools, NPS survey responses, customer complaints, angry Twitter rants...

Humans are not particularly rational decision-making beings. Left to our own devices, we’re susceptible to a wide variety of mistaken beliefs, flawed heuristics, and simple logical fallacies.

We acknowledge and address these natural susceptibilities...

The free trial is your product’s audition, the point of transition for people to move from an acquisition channel—content, paid advertising, word-of-mouth, etc.—to actual usage. This is the key timeframe to set people up for success. Don’t expect users...

Happy families are all alike; every unhappy family is unhappy in its own way.

That’s the first line of Leo Tolstoy’s novel Anna Karenina, but it’s also the basis of an influential concept that’s come to be known to mathematicians and startup entrepreneurs...