On Uber: Big Data and Blind Spots

Recently Travis Kalanick, the CEO of Uber, took to Facebook to defend his company against complaints from long-time users that the quality of service is degrading in San Francisco. It’s a fantastic display of transparency which you don’t often see from CEOs so I highly recommend you check out his

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Have New Hires Give you Product Feedback

In one of my favorite business books, Made to Stick, the authors describe a very important concept: the Curse of Knowledge.

This Curse affects everyone at some point. Once you gather enough knowledge about something, it’s very difficult for you to imagine someone else having none of it.

The example in the

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Beta Testing is a Job. Don’t Stiff Your Customers.

All too often I see companies inviting customers into betas of new products (real betas, not “Google Betas”), reaping the benefits of their feedback, and then telling those customers to pay for these new features.

I can kind of understand how this happens. Someone in charge – maybe the fictional CFO

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feature requests = complaints = insights = success

Evernote’s CEO, Phil Libin, recently wrote a post on Inc about why he loves his angriest customers. I fully agree with the general sentiment:

“Complaints are great; the more detailed, the better. They tell us where our product or overall experience is failing. Plus, they are the easiest form of feedback

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How MUCH Do They Want it?

Last month I got a nasty cold. I did a little bit of work – with UserConf NYC coming up I couldn’t skip work entirely – but mostly I laid in bed, drank liquids, and watched The West Wing. Somehow I missed the show when it was a thing, and

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Yes, Say No

As part of our series on the importance of company culture, we’re highlighting our company values here at UserVoice. Find more posts about culture here.

A company that doesn’t value the opinions of their workers is a company that expects their employees to be yes-men. Too many companies use their labor force as

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