Delivery and Retention

Here’s the first three episodes of Dialog.fm’s first season

A new radio program about conversational…

Don’t measure your customer success team based on how fast they close “tickets”. Find a way to measure the perceived outcome of the tickets for the customer.

Some quotes from Starbucks alumni Howard Behar

It’s Not About the Coffee

Evernote should have newsjacked the Amazon S3 Outage

Evernote needs a new north star for public relations.

salespeople ruin everything

I’m convinced that no matter what the channel, we will see bad templates and poorly designed personalization. I think the less focus on scaling volume in “touches” and the more focus on scaling connections the better off we’ll be.

Tidbits on Google and Mobile Search

Business owners often ask me how to get to #1 in Google. The…

Should you silence your employees?

I think it’s really a shame when people’s voices aren’t amplified by their company.

An article I read exemplifies the problem:

Unlike Facebook and Google, which…

Food for thought on negotiation and expectations

How Sheryl Sandberg negotiated for a position as a negotiator.

In this HBR article, you learn a little bit about how Sheryl Sandberg, of Facebook, negotiated her first package.

Is it time to lift my personal boycott on Walmart?

I’ve been avoiding shopping at Walmart for years.

Years.

Part of the reason has been that I hate to see employees treated like they don’t matter. Walmart has…