The Customer is Always Right...


March 28, 2014

A Momentary Humblebrag

Back in my “old life” as I used to call it, before my career pivot out of the music business and being diagnosed with Crohn’s Disease, I spent close to 10 years working for singer Lee Ann Womack. When you have that job, that is your life. You become family, all the highs and lows […]

March 28, 2014

People People are People Too

I love developers. Some of my dearest friends and partners in crime are developers. But how is it that we came to live in such a developer centric world? As I’m looking for my next career opportunity one thing has become very apparent: we place far less value on the customer, and the people who […]

March 3, 2014

I Want One

Last week, out of the blue I received a tweet from FedEx asking if I could follow them, they had something they wanted to send me. Clearly how every phishing scam begins, no? After a bit of digging, I realized they were doing a Twitter campaign to bring awareness to their new flat rate shipping […]

March 1, 2014

The Why

“People don’t buy what you do, they buy why you do it.” Believe, love what you do, people will come.

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 […]

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