
…for online chat. It was the most “human” customer service experience of my life, so weirdly perfect I found myself wondering whether I was chatting with a person, a bot, or some hybrid. Then I wondered if it even mattered. I had a fantastic experience and my issue was resolved. I felt gratitude to whatever it was on the …
We’ll have to learn a thousand hard lessons, most of them centered around the idea that if you want to make something really great, you can’t think about making it great for everyone. You have to make it great for someone. A lot of people, but not every person.