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” “Please wait 30 seconds for your modem to turn off and on again.” “If you…

Keep Twitter Weird

Twitter is the best open social media network there is. Unlike Facebook – which openly states that they control your newsfeed – the basic idea of Twitter is that you follow and find the news, content, and people you want to see. That’s changing – partly because Twitter is a chaotic mess – and partly…

Short Messages About Breakfast Can Change the World

My first Tweet was a lot like yours: lame. At the time I wasn’t sure what to expect from a service that shared short 140 character bursts about nothing. It seemed mostly like an echo chamber – where you test what might happen if you respond into the void and hear an echo. And for…