The Shock Absorber Trap
I was listening to a podcast episode of No Priors recently where Palo Alto Networks CEO Nikesh Arora said something that stopped me. Customer support, he argued, exists because we build bad products. If we build great products, why would we have to have customer support? It’s too complicated, it’s hard to onboard, it’s got too many dials. That’s why it takes so much time to make, and eventually it’s not efficient. ...