On blocks and facing the empty page
I wrote and deleted this post several times before continuing to write. It’s not easy to think of yourself as a writer and not have the words to say what’s in your head. It is easy to delete the draft,…
As a customer, when do you really feel a company is listening?
“Speak into the phone and let me know why you’re calling today.” “It sounds like you’re calling about tech support.” “Most problems can be solved in just one phone call by resetting your modem.” “Press 1 to reset your modem”…
When you get a chance to go back to a great team, jump at the opportunity!
Have you ever been on a great team? I mean the kind of team that people and alumni talk about years later. I’m talking about a team that produces results, leads the market, and is the kind of team that…
Write Down Your Goals
If there’s nothing else you remember from this post, spend 15 minutes writing down your goals for your next project so that you explain them better to the people who matter. The simple act of writing down your goals is…
It’s easy to think you know your customer
It starts with the purchase When you get that endorphin rush from seeing a sale you may think you’ve won a customer. If everything’s gone right, you’re absolutely on the way to a relationship that might last years and will…
How do you define Customer Service?
What is Customer Service? It doesn’t look like this any more. I often get asked whether I’m in Customer Service, even though my company uses the term “Customer Success” to define our interactions with customers. Customer Success is Not Customer…
Infinite scroll must go
A great design for endless browsing There’s a signature design that I am sure you’ve seen more than once today. It’s a river of information; it’s endless serotonin; it’s sort of pleasing to the eye; and then it never ends.…
Noreply@ Emails Are Dumb
Imagine if you had a store and on the front door you placed a sign stating, “We’re not open for business.” You wouldn’t expect many people to come to your door, much less people to come back and see you…
The first goal is to keep learning
My first goal as a college senior was to have the kind of job where I would never have to wear a tie. Achievement unlocked. But that didn’t really get to the core of the issue. I was really trying to…
