When I have my stories formatted,
I think about
all the things that
might go wrong
for the reader.
I also think about little ways
I can delight them.
I think about extras
and functionality.
My primary goal
is to make
reading my books
a great experience
for my readers.
This could be as simple
as ensuring
clickable links
are underlined
or
the table of contents
is at the beginning of the story.
“Too often,
“customer service” has come to mean
“answer the phone and give a refund.”
But customer service begins long
before something breaks.
It’s about a commitment
to the experience.
Creating delight
before it’s expected.
Building empathy and insight
into the interactions
that people will choose
to have with you.”
Customer service
starts with product design.
Think about your ideal customer
while creating.