Why “How You Sound” Matters to the Customer

How do you sound to the customer? Customers are engaging your brand in more than one channel and especially on their phones. That means that the same customer might be talking to you on email, on Twitter, via phone, or in some other channel – at any moment. It’s important to consider how you sound…

Understanding the Startup of You

Are you still doing the things you thought were going to be hard when you envisioned your role? Can you imagine someone else doing that job and explaining how it works to them? Are you learning new things and meeting new people? Because you really need to be working yourself out of your current job…

It doesn’t take much to give back

Who wouldn’t like to have fun in a playground game where the playground looks like this? This week I had the opportunity to participate in a community event courtesy of the folks at the Salesforce.com foundation and my team at Desk.com. In the span of half a day (and with the help of the folks…

Just because it’s easy for you …

“Just because it’s easy for you doesn’t mean it’s easy for everyone.” –Ed Epping, Williams College It’s been a lot of years now since I heard these words during a drawing class — it was valuable advice then, and I believe it’s even more valuable now — and it’s a great framing device for understanding…

Be Like LeBron: What do you do with one second left?

Last night’s Cleveland Cavaliers-Orlando Magic NBA game is now passing into the annals of sports “classics”, primarily because of the duel that Hedo Turkoglu of the Magic and LeBron James of the Cavaliers fought over the last minute or so of the game. At :30, LeBron was called for travelling — a crucial turnover —…