Imagine you are a community manager and today is your first day promoting the brand. How should you use Twitter? You might be overwhelmed with the river of information and wonder what are the “right” answers to questions like these:…
You’re riding through the countryside… Some of my best and first memories are riding the commuter train into downtown Philadelphia with my Dad so that I could go see where he worked and so we could have lunch at…
What I did, what I’m doing, and where I need help Delivering a status update is a tricky thing. It’s really easy to overwhelm people with too much information, to leave things unsaid when you need more detail, and to…
A recent post from the folks at the Buffer team got me thinking about the idea of customer happiness, and the ability to quantify it and measure it. In my experience, when you ask service providers if their customers are…
Today, it’s easier to find out what long-lost friends are doing when they post pictures of their trip to South America on Facebook than keeping up with a trusted buddy in the same town. The power of social networks to…
photo by In my experience, having effective, talented, and knowledgeable mentors has been the most powerful startup accelerator that I know. The best mentors I’ve worked with do a lot of the things on this list. You can call these…
I’ve written here before about the effect that one person’s thank you had on me (thank you, Brad Feld!) I believe that “The Thank You Effect” is an example of a small action that prompts meaningful next steps to measurably…
photo by Think back to the last time you called customer service. Usually you call because something’s gone wrong, you don’t understand what has happened, or you do understand exactly what’s gone wrong and you are not happy. When…
I’ve been using a computer at a standup desk since April 2012 (almost a year.) When I first started using a standup desk, the key things that I noticed were that it was challenging to stand all day and that…
Say you’re going to start a company, and the first thing you want to do is provide amazing customer service. Are you going to hire the brilliant person who alienates customers? Or are you going to hire the friendly person…
