The Customer is Always Right...

February 2014

February 25, 2014

The Customer Journey

It makes me so happy to see this new shift towards customer centric businesses in all facets, with design seemingly leading the charge. Doing some research today, I came across this great resource, The Customer Journey Canvas.* I imagine there are parts of this plan that we’ve worked into our processes: personas, how will people […]

February 23, 2014

Die Macro, Die

In the customer business, scaling is a true concern. If we’re at our best when we are taking care of people one on one, then how to we scale that up when we have thousands or even millions of customers? For many people, outside of just expanding staff, is to create as many shortcuts as […]

February 14, 2014

What is Community?

Community for me has always been one of those things that is extremely hard to describe because it is an inherent constant in my life. To commune is to take care of the people, and that’s what I do. But how does that translate to the outside world? And, even more importantly, how does that […]

February 13, 2014


Bad customer service stories are everywhere (this is one of my recent favorites from Basecamp), but this one was such a timely and hilarious doozy that I had to share. I’m applying for healthcare via (seriously, the ACA is a godsend) and stopped midway through the process last week to do a bit more […]

February 12, 2014

The Customer Stakeholder

Working at a bootstrapped startup for six years left me with the bug of consuming as much information as I can on how they tick, which essentially comes down to reading how OTHER startups do business. Given my love of the customer, that’s generally the lens through which I read things…how do other startups view […]

February 6, 2014

Let Me Know How I Can Help

A former teammate of mine passed around a really interesting article recently, arguing for the abolishment of the phrase “let me know how I can help“. It was a great read, and brought me to a stop for a moment as I pondered almost every email with a potential (or even current) customer I would […]

February 4, 2014

The Word Customer

I dislike the word “customer”. Now, hear me out, I can already hear you screaming “But Alison! That’s the name of your website!!!” Of that you are correct, however, there really is no other word that conveys the meaning in quite such a generic way. And therein lies the rub for me…there’s a word that […]