[clairity]

i really enjoyed this one too, but just for clarity's sake, this talk could have been called "great customer service with a sprinkle of product on top". it was all about how to organize a company with the goal of making customers love you, which leads to benefits like having no sales & marketing spend (not sure if they literally had no s&m costs or not).

the anecdotes, research and techniques that kevin used and drew upon were impressive. had to try very hard not to feel dishearted about how clever you need to be to succeed.