Exception reporting

beats success reporting every single day.

Good companies look for data, insights, and anecdotes from their customers. They collect them, store them, and share them with their team. They base their actions on them and let praise and wishes guide their product development.

Great companies focus on the negative exceptions. They know that every exception has a root cause, and every root cause might be a bigger systematic problem, an opportunity to do much better, not just a little.

If you don’t know the root cause, you don’t know an exception is an exception.