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…

David vs. Goliath: How can you beat a giant who owns the market?

Be more like Amazon Fresh, and Less Like The Phone Company Becoming a verb for consumers is a sign that your company has made it. Google it. Just Uber It. When your company’s name becomes the shorthand for a great customer experience, customers know that they will get a consistent, reliable product or service that…

When sending startup swag, the details matter.

Many startups send T-Shirts to their supporters – it’s an easy and relatively inexpensive way to build brand awareness, thank friends, and to say “thank you” for trying our a product that’s in the process of achieving product-market fit. In my experience, the act of sending out a t-shirt (or anything at all) also speaks…