Posts in: 2023s


I would not want the job of CEO (rest easy Nick Francis). So much pressure to hit the numbers and “move the needle” in the short term. Even when you know in your heart and your mind that …

I need to say sorry.

Sorry to the people I hired when they didn’t have the right skills to thrive in the role.

And the people who had the skills but with a mindset that didn’t mesh with …

Artifical intelligence is not actually intelligent, and OpenAI is not particularly open about how they operate.

The first known library in the world was Ashurbanipal’s. It was in Nineveh (near modern day Mosul, in Iraq) in the 7th century BC. Ashurbanipal was a King of Assyria, and he collected thousands …

Some days, you wake up feeling great and genuinely wanting to help people. Other days, in customer service you have to go full Eleanor Rigby, wearing a face you keep in a jar by the door.

If you’re lucky, you work somewhere that lets you show your real face to your colleagues. It’s where we all belong.

A typical customer service interaction, as written by song titles.

Is this how your CEO treats customer service? If so, it’s going to be hard to really deliver a great customer experience


Content Marketing: Creating and sharing helpful information through various forms of media.

Discontent Marketing: Convincing people they have a problem that you’ve created and, in an incredible coincidence, sell a solution for.

I chatted with a fellow Australian, James Nathan, for his podcast recently. Talking points: online service, what people ask for vs what they really need, and why I gave up being a web designer.

You can listen to the episode or read the transcript on his website.

AI chat bots are good enough if you’re already accepting pretty crappy support as your standard. If you want to deliver excellent service consistently, and you’re not a gigantic company, AI-only chat experiences are not the answer.