This May Be The Saddest Thing You’ve Ever Read

This is the saddest thing I’ve ever read. I found it at Gizmodo, a technology blog that isn’t known for being exactly warm and fuzzy.

If you know someone like Bill Zeller, or if you are someone like Bill Zeller, please…

NOFOLLOW: The Bane of Search Engine Optimization (SEO)

At the end of 2009 I told the story of C|Net’s Managing Editor asking me to keep reading his company’s stuff, keep commenting, but not seek attribution. I called him out for that ridiculous request both because I knew his motivation…

Setting Expectations: The Key To Great Customer Service

Have you ever had a customer service representative, immediately after doing the opposite, speak the words “I hope I’ve provide you outstanding customer service today” as your contact with them ended?

PROOF That Older People Are Smarter Than Younger People

Want Proof that Older People Are Smarter Than Younger People? Just read this article from The New York Times. Or ask Louis CK. The dude gets life. And Marketing.

Perception is Reality. Does That Make Groupon a Gift Card?

Is Groupon in the Gift Card Business? Do they sell Coupons? Maybe Groupon is trafficking in Gift Cards.

Do you care which discount-providing item Groupon sells? To my dismay, some people are starting to…

A New Form of iPad Evil: Tech Journalists Who Can’t Write

How can The Gorillaz be part of the evil that is the iPad? By using everybody’s favorite tablet computer well, and then watching their music label and bad writing make them look bad.

Is Business Blogging Dying? The Answer is “Maybe”

I’ve told you before about the client who asked me if the world has too many blogs. I’ve pointed out that kids hardly blog at all. And I’ve given my opinion: if you have nothing to say you should stop blogging.

Fire Your Social Media Manager: The New York Times Did

A few months ago, The New York Times instituted a new policy: they made their reporters available for comment. It’s unusual for a large company to put their employees “out there” in that way, and groundbreaking to mandate that…

“The Julien Smith Model” & Customer Service

One more run at the wisdom of Julien Smith: Our final “Julien Smith is brilliant” angle? Customer Service.

Last week I wrote about Julien Smith’s common-sense diet plan. Based on a few simple ideas, it’s a great place to start…

Customer Service at the NJDMV: Where’s the Business Change?

I don’t imagine too many people expect good customer service at the Division of Motor Vehicles. It’s a state-run agency, staffed by people who get paid by the hour and whose productivity is barely measured, if at all. In short…