Lovability
How to Build a Business That People Love and Be Happy Doing It
Categories:
Product Manager,
Designer
How strongly do I recommend Lovability?
3 / 10
Review of Lovability
At 259 pages, Lovability was about 200 pages too long. This book is filled with extreme repetition and fluff.
Build the complete product experience
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:
- Marketing
- Sales
- Technology
- Supporting systems
- Third-party integrations
- Support
- Policies
In other words, engineering and product leaders need to think more holistically about their customer’s journey.
SaaS is rented, not purchased
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.
Consider inbox zero for bugs
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.
Measure love notes
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.