Users Are People Too

Just ran across my new favorite #loveyourcustomer hack!

Back in the video days of Seesmic it was very easy to ‘humanize’ our users. They were real talking faces streaming down our screens all day long. I got to know many of them very well. Literally watching them laugh and cry, some at their lowest moments without hope, others during a wedding ceremony or the first moments with a new child. We flew from around the world to cram ourselves into a basement in the middle of winter, just to hang out with each other. So many of these people are still my good friends today.

For many companies, however, it is not that easy to see the people behind the usernames. Especially not on such a consistent and personal basis. But, no worries, Joe Heitzeberg came up with a wonderful solution:

How do you take a team that’s swamped with work and make them become incredibly customer focused overnight? … Every day, print out a few hundred new user photo thumbnails and post them on the walls.

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