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The article focuses mostly on big incumbents. If you're in more of a startup mindset doing awesome support has tremendous ROI.
by michaelbuckbee 10y ago
The article focuses mostly on big incumbents. If you're in more of a startup mindset doing awesome support has tremendous ROI.
- notatoad 10y ago>doing awesome support has tremendous ROI. But diminishing returns. If support had a great ROI, everybody would do a good job of it. It really only has a good ROI if you're a new entrant in a competitive market.
- rdiddly 10y agoFrom the scriptures: http://paulgraham.com/ds.html http://paulgraham.com/ds.html
- aangjie 10y agoErmm.. I always thought while it read fine, it also assumes that you'll eventually find a way to make those things scale.(be it automation, guided voice faq ? etc..). Doing things that don't scale is a good way a to corner portions of a market with big and established players, but not enough. aka necessary but not sufficient.
- rdiddly 10y agoThe point is, as a startup, try to blow your customers' minds, including with excellent support (agrees w/parent). It acknowledges that there may be some difficulty in scaling it (agrees w/sibling), but statistically you're unlikely to get big enough to have to worry about that (especially if you don't provide excellent support), so don't worry about it, just do it. And if you ever get to that point, you might find it scales better than you thought it would (agrees with you).