My Daily Emails

A car wash in 2006 unknowingly revealed one of the most powerful psychological principles in customer retention. Researchers tested two loyalty punch card offers that were mathematically identical but psychologically

How Instagram proved that customer requests can be the worst product strategy I spent half an hour last week listening to a product manager defend their latest feature update. “But

Why 78% of your customers are lying to you (and you’re buying it) Last month, a client showed me their customer survey results with obvious excitement. “Look at this —

The missing link between great features and great revenue I just published one of my favorite podcast episodes ever. My guest is Heather Inocencio, a product strategist who’s driven some

Innovators and inventors are exceptionally optimistic by nature. They have to be. You can’t dream up world-changing products without believing impossible things can become inevitable. That relentless optimism fuels the

How the galaxy’s most beloved franchise just made QR codes — and Coke — more fun The Force is strong and sweet with this marketing campaign. Coca-Cola just launched an experience

A new Peloton-Fitbit partnership email landed in my inbox this morning, offering members $40 off a Fitbit Charge 6 for “real-time heart rate tracking, powered by Fitbit.” At first glance, it

Happy Fourth of July to all my American readers! As a Canadian experiencing your independence day from the sidelines, I’m reflecting on something I’ve observed working with American product makers

Years ago, I had a crash while cornering on my bike that left me with a fractured arm and some nasty road rash. The physical injuries healed within weeks, but

Last week I was giving a reader feedback about the website for his B2B startup. His company helps entrepreneurs navigate complex bureaucratic processes — the kind of paperwork nightmare that