Say Thank You – It’s the Best Advice I’ve Received
Thank you for reading this post – really! When I started at Gist I had been on the job for only a few weeks when I answered a question from Brad Feld, one of our key investors. It must have…
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Actually talk to your customers, and they’ll come back
If you were starting a business today, would you avoid talking to your customers? Yet that’s exactly what many businesses are doing today by choosing not to engage on Twitter or Facebook. Social media is a valuable channel that can…
Vacation is for catching soap bubbles
Time to Unplug The best thing to do on vacation is – well, anything that you can’t do online – and you should take the time to unplug and recharge. Getting off of your normal routine can help you recognize…
They found me through Quora? An Unexpected Job Opportunity
Quora is a great place to post questions to knowledgeable folks and to answer questions that are interesting to you. So when I wrote an answer to Twitter: Is Twitter an effective customer service tool? (by the way—it’s awesome for…
Starting a new job is never easy, so just jump in!
Tomorrow’s the beginning of a new chapter for me – I’m leaving Gist and joining Assistly. It’s been a great run and I am looking forward to staying in touch with my good friends and Gist and to gaining new friendships…
Who doesn’t like a red convertible?
What kid (or adult) doesn’t want to drive this? There’s something about red cars (or red convertibles) or Porsches that takes my breath away. Specifically, I think it’s the promise of being able to drive fast with the wind blowing…
Make the customer feel like a Rock Star? They’ll come back.
Startups Require True Fans – Thanks! I’ve been part of an Internet startup for the past 18 months – and one of my ideas was to build the Customer Experience by finding our 1000 True Fans (thank you Kevin Kelly…
Be a Tourist in Your Own Town (Even if Lord Vader Doesn’t Allow Parade Photos)
HOW TO: Be a Tourist in Your Own Town I went to the Redmond Derby Days parade today and realized something important. Not only do I love parades (they are fun because you see things like the scene above, and you definitely…
Can you build great customer service at scale?
How do you scale Customer Service? Ultimately, you have to embrace the idea of Commander’s Intent (e.g. ). This means something like the following: Define the objective broadly, e.g. “Provide Amazing Customer Service.” Establish a command hierarchy and roles and…
Brantford, Ontario – Why You Need to Get Out of Your Bubble And Visit Places
A road trip to Ontario, and new peeps A couple of weeks ago, I went to go visit Waterloo, Ontario – I was there to take my first visit to Research In Motion as an employee and to go visit some…
