Great Apologies Product Managers Can Learn From (Plus, One Of My Own)

Last time we looked at three truly terrible ways businesses have apologized to customers.

Today, we’ll discuss the elements of truly great apologies–with examples. And see what we can learn from the experience I had recently apologizing to thousands of confused, angry, and irritated customers…

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Terrible Corporate Apologies Product Managers Can Learn From

“I’m sorry.” Two tiny words. Two tiny words that said the right way can help repair broken trust, and said incorrectly can burn bridges forever.


Brought to you by the marketing department at Pepsi

Business school didn’t teach me the art and science of how to apologize appropriately and effectively. (That’s something life and server outages have drilled into me.) Judging from some of the corporate apologies we’ve seen recently, we all have a lot still to learn.

Today, we’ll look at three examples of truly terrible ways to apologize. Next time, we’ll discuss the elements of a truly great apology–and see if the major outage we had this week on the product I lead yields any lessons that could benefit product managers who finds themselves in a similar situation.

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G.I. Joe Provides Product Managers With Practical Tips To Improve Communication

Yesterday we summarized G.I. Joe #27 In 10 Panels Or Less™. Now, let’s extract a product management lesson from the first comic book I ever read.

The G.I. Joe code-named Snake-Eyes is the definition of the strong, silent type: His mask covers his hideously scarred face, and his damaged vocal chords prevent him from speaking. His actions, though, speak volumes.

While you probably don’t have masked ninjas with pet wolves skulking around your office, you probably do interact with many different personality types during the day.

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