Building software has never been cheaper. Doing product management well has never been harder. AI didn’t take the PM job — it exposed the one we should have been doing all along.
Publix Super Markets used to have a sentence in their satisfaction guarantee that said something to the effect of "A sale is not complete until the customer has prepared and enjoyed their meal.".
I love that! It's such a good way to think about building a better experience for customers. I can feel it when companies are committed to that level of satisfaction. Costco comes to mind as another company that lives those ideals. They take a lot of the friction out of the shopping process by negotiating the best prices, curating a great selection, and making it right if you ever need a return or refund.
Publix Super Markets used to have a sentence in their satisfaction guarantee that said something to the effect of "A sale is not complete until the customer has prepared and enjoyed their meal.".
I love that! It's such a good way to think about building a better experience for customers. I can feel it when companies are committed to that level of satisfaction. Costco comes to mind as another company that lives those ideals. They take a lot of the friction out of the shopping process by negotiating the best prices, curating a great selection, and making it right if you ever need a return or refund.