@justinmckelvey.bsky.social
I ask "What do you want your customers to FEEL when they use this?"
Different question. Different product. Different results.
What feeling are you really selling?
#HowardSchultz #Starbucks #CustomerExperience #ProductThinking #Entrepreneurship #EmotionalDesign #BusinessStrategy
Different question. Different product. Different results.
What feeling are you really selling?
#HowardSchultz #Starbucks #CustomerExperience #ProductThinking #Entrepreneurship #EmotionalDesign #BusinessStrategy
November 9, 2025 at 4:01 PM
I ask "What do you want your customers to FEEL when they use this?"
Different question. Different product. Different results.
What feeling are you really selling?
#HowardSchultz #Starbucks #CustomerExperience #ProductThinking #Entrepreneurship #EmotionalDesign #BusinessStrategy
Different question. Different product. Different results.
What feeling are you really selling?
#HowardSchultz #Starbucks #CustomerExperience #ProductThinking #Entrepreneurship #EmotionalDesign #BusinessStrategy
That lesson changed how I think about products.
People don't buy features. They buy feelings.
They don't buy AI automation. They buy time with their family.
They don't buy productivity tools. They buy freedom from stress.
When I work with clients, I don't ask "What features do you need?"
People don't buy features. They buy feelings.
They don't buy AI automation. They buy time with their family.
They don't buy productivity tools. They buy freedom from stress.
When I work with clients, I don't ask "What features do you need?"
November 9, 2025 at 4:01 PM
That lesson changed how I think about products.
People don't buy features. They buy feelings.
They don't buy AI automation. They buy time with their family.
They don't buy productivity tools. They buy freedom from stress.
When I work with clients, I don't ask "What features do you need?"
People don't buy features. They buy feelings.
They don't buy AI automation. They buy time with their family.
They don't buy productivity tools. They buy freedom from stress.
When I work with clients, I don't ask "What features do you need?"
You don't need perfect conditions to make progress.
You just need to love the work enough to do it when it's hard.
#Snowboarding #Winter #Passion #WorkEthic #Process #Persistence #Sports #MountainLife
You just need to love the work enough to do it when it's hard.
#Snowboarding #Winter #Passion #WorkEthic #Process #Persistence #Sports #MountainLife
November 8, 2025 at 3:01 PM
You don't need perfect conditions to make progress.
You just need to love the work enough to do it when it's hard.
#Snowboarding #Winter #Passion #WorkEthic #Process #Persistence #Sports #MountainLife
You just need to love the work enough to do it when it's hard.
#Snowboarding #Winter #Passion #WorkEthic #Process #Persistence #Sports #MountainLife
The cold lifts. The icy runs. The early mornings.
They didn't need it to be perfect to show up.
Same with building businesses.
They didn't need it to be perfect to show up.
Same with building businesses.
November 8, 2025 at 3:01 PM
The cold lifts. The icy runs. The early mornings.
They didn't need it to be perfect to show up.
Same with building businesses.
They didn't need it to be perfect to show up.
Same with building businesses.
Managed shops. Fitted boots. Watched people discover the sport.
One thing never changed:
The people who came back season after season weren't the most talented.
They were the ones who fell in love with the process.
Not just the powder days.
One thing never changed:
The people who came back season after season weren't the most talented.
They were the ones who fell in love with the process.
Not just the powder days.
November 8, 2025 at 3:01 PM
Managed shops. Fitted boots. Watched people discover the sport.
One thing never changed:
The people who came back season after season weren't the most talented.
They were the ones who fell in love with the process.
Not just the powder days.
One thing never changed:
The people who came back season after season weren't the most talented.
They were the ones who fell in love with the process.
Not just the powder days.
You're not trying to read. You're a reader.
You're not trying to build. You're a builder.
You're not trying to lead. You're a leader.
Stop negotiating with yourself every morning.
Decide who you are. Then be that person.
You're not trying to build. You're a builder.
You're not trying to lead. You're a leader.
Stop negotiating with yourself every morning.
Decide who you are. Then be that person.
November 7, 2025 at 3:02 PM
You're not trying to read. You're a reader.
You're not trying to build. You're a builder.
You're not trying to lead. You're a leader.
Stop negotiating with yourself every morning.
Decide who you are. Then be that person.
You're not trying to build. You're a builder.
You're not trying to lead. You're a leader.
Stop negotiating with yourself every morning.
Decide who you are. Then be that person.
Motivation is for when you feel like it.
Identity is for when you don't.
I don't "try to workout."
I'm someone who works out.
That shift changes everything.
Identity is for when you don't.
I don't "try to workout."
I'm someone who works out.
That shift changes everything.
November 7, 2025 at 3:02 PM
Motivation is for when you feel like it.
Identity is for when you don't.
I don't "try to workout."
I'm someone who works out.
That shift changes everything.
Identity is for when you don't.
I don't "try to workout."
I'm someone who works out.
That shift changes everything.
The best solution isn't always more people.
Sometimes it's better systems for the people you have.
Support went from drowning to thriving. Same headcount. Better experience.
#CustomerSupport #AI #BusinessEfficiency #TeamOptimization #Automation #ProblemSolving #ScalingSmart
Sometimes it's better systems for the people you have.
Support went from drowning to thriving. Same headcount. Better experience.
#CustomerSupport #AI #BusinessEfficiency #TeamOptimization #Automation #ProblemSolving #ScalingSmart
November 6, 2025 at 3:04 PM
The best solution isn't always more people.
Sometimes it's better systems for the people you have.
Support went from drowning to thriving. Same headcount. Better experience.
#CustomerSupport #AI #BusinessEfficiency #TeamOptimization #Automation #ProblemSolving #ScalingSmart
Sometimes it's better systems for the people you have.
Support went from drowning to thriving. Same headcount. Better experience.
#CustomerSupport #AI #BusinessEfficiency #TeamOptimization #Automation #ProblemSolving #ScalingSmart
Instead, I built them a simple AI system that:
Answers those 10 questions instantly
Escalates complex issues to humans
Learns from every interaction
Result? Same team. 40% more capacity. Zero new hires.
Answers those 10 questions instantly
Escalates complex issues to humans
Learns from every interaction
Result? Same team. 40% more capacity. Zero new hires.
November 6, 2025 at 3:04 PM
Instead, I built them a simple AI system that:
Answers those 10 questions instantly
Escalates complex issues to humans
Learns from every interaction
Result? Same team. 40% more capacity. Zero new hires.
Answers those 10 questions instantly
Escalates complex issues to humans
Learns from every interaction
Result? Same team. 40% more capacity. Zero new hires.
Both days count the same.
November 5, 2025 at 3:04 PM
Both days count the same.
Some days you crush it. Some days you grind.
November 5, 2025 at 3:04 PM
Some days you crush it. Some days you grind.
It only cares if you show up and do it.
November 5, 2025 at 3:04 PM
It only cares if you show up and do it.
The work doesn't care about your motivation.
November 5, 2025 at 3:04 PM
The work doesn't care about your motivation.
Building a product. Landing a client. Learning a new skill.
November 5, 2025 at 3:04 PM
Building a product. Landing a client. Learning a new skill.
In business, the hard climbs work the same way.
November 5, 2025 at 3:04 PM
In business, the hard climbs work the same way.
That thought gets me to the top every time.
November 5, 2025 at 3:04 PM
That thought gets me to the top every time.
"The hill doesn't care how you feel. It only cares if you keep pedaling."
November 5, 2025 at 3:04 PM
"The hill doesn't care how you feel. It only cares if you keep pedaling."
Then I remember something from managing the Vail bike shop:
November 5, 2025 at 3:04 PM
Then I remember something from managing the Vail bike shop: