This approach prevents participants from getting away with using general words—like "value," "quality," and "performance"—when characterizing your product or service). Have them play with your product ...

In an ideal world, users would extend a level of grace over the occasional, inevitable service issue ... focus on three key elements: failure, resilience and customer communication.

Bower, J. L., and C. M. Christensen. "Customer Power, Strategic Investment, and the Failure of Leading Firms." Strategic Management Journal 17, no. 3 (March 1996 ...

Failure, by default lures one towards negativity ... Retired since 1999, Blank writes and teaches about Customer Development and the Lean Startup method. He is also a prolific blogger and public ...