This post is a contribution to Startup Edition. Tools are a Commodity We could talk all day about the tools we use. Agile is Best! Pomodoro is Best! Pen and Paper is Best! Getting everyone in a room is Best! (You…
In the movie Star Trek II (and in the more recent reboot), then-Starfleet Academy cadet James T. Kirk relates the story of the training exercise to try to save the Kobayashi Maru as a key learning experience for his transformation…
What does it take to succeed? this post was inspired by Bijan Sabet’s Who Took a Chance on You? and is a contribution to Startup Edition. If you’re reading this post, it’s likely someone took a chance on you. If you got a “lucky…
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…
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…
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…
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.”…
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…
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…
