The new Robert Scoble Services agenda
Scoble is writing with regard to Microsoft, but I feel this is relevant to HelpShare (and perhaps slightly less relevant to Lookmarks, because it is *not* targeted at early adopters):
We don’t know how to thrill influentials. Google does. Maybe by accident. Maybe by plan. I don’t care anymore. They found a way to bring us a little better search with advertising that sucked a lot less. That’s really why they are on fire.
How did they do it? They didn’t do it by doing committee meetings. By doing focus groups. By studying millions of users. They did it by understanding the leading edge of users and serving them well. They did NOT serve my dad well in the early days. It took me two years to switch my dad from AltaVista to Google. They DID serve ME well, though. On every user study I’ve seen I’m way off the end of the bell curve. But Google groks people like me. They serve people like me. And they romance people like me in a way that no other company does.