Make it easier... or lose them
AI distruption, PRD minset, and making it easier on customers
November 20, 2024
Hey, nothing brings out your inner WebMD quite like a sick 2.5-year-old—luckily, I’ve got a built-in doctor at home (aka my wife).
It's been a ride between the snuggles, the whiny “more Trash Truck” pleas, and futile attempts to get him to eat something. But you know what? These moments remind me of the resiliency of little humans—and also of the absolute chaos that is parenting.
So, let’s dive into something equally unpredictable (but hopefully more enlightening): this week’s newsletter.
I’ve got a good one for you down below…
Jeff
Chegg’s CEO recently pointed to Google’s AI as the primary reason for a dramatic drop in their business…
The layoffs at Chegg underscore a broader trend: generative AI isn’t just enhancing tools — it’s fundamentally reshaping markets.
The bigger story?
Google is shifting from being a “search pass-through” to the destination. Instead of directing users to other platforms, Google’s AI is delivering answers directly within its ecosystem.
This isn’t a new phenomenon. So, should this be catching Chegg’s executive team off-guard? It feels like this should’ve been planned for...
Nan Yu recently shared some insights into how they do Product Requirements Documents (PRDs) at Linear, including guidelines and a basic outline:
PRDs might not be the first thing you associate with Customer Success, but they’re an underrated tool for keeping CS teams ahead of the curve.
Think about it: a PRD lays out the “why” and “how” behind a feature. It’s not just for product teams — it’s a goldmine for proactive customer success.
The real power of PRDs? They shift CS from being reactive to proactive. With the right mindset, your team isn’t just supporting customers — they’re setting them up to win.
When I stumbled across this post from Tas Bober on the importance of controlling your company narrative, I knew I had to share it here.
Especially her advice towards the end:
I love it because she taps into the golden rule of customer experience.
The easier you make it, the more customers will trust you.
The harder you make it, the faster they’ll leave.
If your customers have to dig through your website, search Reddit, or DM a rep on LinkedIn just to figure out how your pricing works or what problem you solve, you’re creating friction — and eroding trust.
Lower the effort, and you’ll keep them around… you’ll make them your advocates.
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