Google Glass is the New Normal
Prepare to wonder if people are recording, and then to not care. When I saw them on the street, I wondered, “do they know that they look ridiculous?” And then I realized – I was about 500 yards from the…
gregmeyer
Email, the Operating System for Life
Why you should bring your interactions to the place where people already spend their time. Email is the #1 Destination photo by Ryan Hoover published a great article the other day on the trend of using email as an…
Getting 800+ People to Ride for Diabetes is cool.
800+ Raised 300k for Diabetes. Awesome. On Saturday, I rode as part of a group of over 800 cyclists who raised money for Diabetes research in the American Diabetes Association’s annual Tour De Cure event in Redmond, WA. This was…
You need a better content calendar
We have a content publishing problem Hey you there. The one with the combination of WordPress, Hootsuite, Tweetdeck, Twitter, Buffer, Facebook, Pinterest, Google+, Slideshare, Excel, Word, and a Google Docs mishmash of information ending in Google Analytics, Mixpanel, Apptentive and…
10 Insights to Deliver Amazing Customer Service
Poor Customer Service is No Excuse. You Can Do Better. Think of the last time you contacted a “Big Brand.” Did you feel appreciated, acknowledged or loved by their response? If so, that’s great! If not, then you probably had…
A Modest Proposal to Measure the Voice of the Customer
When talking to people about customer service, I often hear them discuss the idea of the “Voice of the Customer.” Ideally, this might mean “knowing exactly what this customer wants and needs and can tell us about their service experience.”…
Content Marketing is really Product Love
You’ve probably been to your competitor’s web site recently and reviewed the content they are sharing for first-time and seasoned customers. And have you been to your own Support Site recently to do the same? There are a few things…
What I learned from a day as an elementary school volunteer
Dads and Dad-type figures are welcome in schools You can make a difference in a kid’s life. Yesterday, I learned that kids will give you high fives when you walk down the corridors of their school. They will enthusiastically participate…
Don’t let good customers make bad decisions
Quick: how many clicks does it take to do something important in your product? Count them. If it seems like too many, it probably is too many clicks if you want the customer to keep coming back. The “too many…
Please, fix all the broken things.
You should fix all the broken things in your product. You avoided some decisions in the past or made some decisions you might now choose to change, and now these broken things are still there. Your customers see this accumulated…
