Catholic dad. Customer Experience in Tech. Georgia Tech MBA. Need to get in touch? See contact info on my website. Replies via Twitter may be slow.
Atlanta, GA
Joined July 2007
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The Customers, Etc. newsletter is one year old and has a new home. Browse the archive and subscribe here:
customersetc.substack.com/
It's a jungle out there, and I outta know
I started a little hat company based on the old PC abandonware games we played as kids on our parent's PC: abandonware.online/.
Do want to hear my favorite troubleshooting story? It involves lots of reverse engineering, ancient MySQL databases, even more ancient VBA code, and a concept called "Banker's Rounding".
Also: Abductive Reasoning. Not deductive. Not inductive. Abductive.
customersetc.substack.com/p/โฆ
Productivity apps track everything, so why bother with manually writing an update?
That's the focus of this week's Customers, Etc. newsletter:
open.substack.com/pub/customโฆ
Looking back on what I've written in 2023, a few themes stand out:
- Retreat
- ChatGPT & AI
- Systems thinking
- Customer experience
If you've been a reader of Customers, Etc., what post from 2023 resonated the most with you?
customersetc.substack.com/p/โฆ
A few sundry thoughts on being sick, travel, and friends:
customersetc.substack.com/p/โฆ
I *think* this SNL skit, "Airplane baby", from last weekend explains why Sophia and I saw two guys carrying airplane seats on the streets of New York last Friday when we were walking between Rockefeller Center and Central Park.
youtube.com/watch?v=_yyq5C4Hโฆ
Ever thought solving 'easy' customer queries would free up a lot of your team's time?
Dive into my latest post to uncover why these 'easy ones' might not be the burden we think and how AI in customer support really impacts a team's efficiency.
customersetc.substack.com/p/โฆ
Part of the value of writing things on the internet is that you can refer back to them when trying to explain nuanced concepts.
Twice this week I was in conversation with colleagues and I was able to tee up a topic and follow it up with "I've explored this in depth here."
Ben McCormack retweeted
It makes me so happy is that Ben *got it.* Some #DevRel talks are just someone vibing on stage. But @poppastring and I put a MASSIVE amount of work into this talk. From demos, to the T-shirt that I wore, it was all curated. This is a great analysis of how my team works. #Copilot
Iโve followed @shanselman for a long time but itโs probably been over a decade since Iโve seen one of his demos. Itโs so refreshing to see his masterful teaching at work.
Here's some of what I learned about how Scott approaches teaching:
customersetc.substack.com/p/โฆ
You have to watch this video from @shanselman.
1. He does an outstanding job demystifying AI
2. Heโs a masterful teacher
Just watch the first 10 minutes. It's incredible.
youtube.com/watch?v=5pbPLHYBโฆ
Iโve followed @shanselman for a long time but itโs probably been over a decade since Iโve seen one of his demos. Itโs so refreshing to see his masterful teaching at work.
Here's some of what I learned about how Scott approaches teaching:
customersetc.substack.com/p/โฆ
Funny how people can prefer completely different work styles. (Totally fine!) I think Iโm the exact opposite, exact for a handful of people I like getting random calls from.
Also weird that back and-forth scheduling is still a problem when Calendly is a decade old
I don't know why I like writing about systems diagrams so much.
If you've ever worked as the "customer person" in an organization and have felt the frustration of being treated like a cost center, this post is for you.
customersetc.substack.com/p/โฆ
WSJ reports that Asst. U.S. Atty. Nicholas Roos referred to the โcrimey, fraudy, parts of the balance sheetโ at SBFโs trial and I swear thatโs an intentional nod to @matt_levine and his Money Stuff newsletter
I always enjoy @AswathDamodaran 's posts on finance.
In a world where authority figures are frequently called upon to be talking heads, Aswath consistently shows his work and invites readers to do the same.
Such a great example for all of us.
My Tesla tweetstorm stands by itself, but if you prefer a different format, here you go.
Blog Post: bit.ly/47fyyEt
Spreadsheet: bit.ly/3tTnjDj
YouTube: youtu.be/iqyfByXmZHI?si=dF_gโฆ
Sorry but no TikTok or Instagram (yet)!