I ran across this infographic on HelpScout that contains statistics about the costs of bad customer service. It’s just another great example of how important it is to deliver great service. In my opinion, great customer service can go a long way to make up for a product’s flaws.
I’m honored to have been asked to do an interview with Code Poet. Code Poet is a great resource for eBooks and other things. Their interview series is also fantastic. I was extremely excited to be asked by them to do an interview, and I hope you enjoy it. They did a really thorough job […]
I’ve just read perhaps the most thorough, fair, non-partisan, easy to understand, fact driven article of my life. Steven Brill writes, in Time, what’s going on in the American healthcare industry. In short, it’s a complete mess. I’ve heard much of it from my immediate family, as my wife and parents are all in healthcare. […]
I’m thrilled that Paul Boag selected my Sliders Suck article to discuss on the popular Boagworld podcast. However, he and Marcus (his co-host) completely disagreed with me, and went on adamantly about how wrong my post was 🙂 I find this very exciting, because it’s an opportunity for me to further define my points about sliders and […]
Most web products use a tiered pricing structure. And with such a structure, psychology plays a real part in your offerings. I recommend you take Nathan Barry’s advice into consideration if you’re pricing your new product.
I recently came across a great read from Yuri Victor, the user experience director for the Washington Post. According to Yuri, their first experiment with WordPress was with Ezra Klein’s Wonkblog (a great blog, by the way). He loved WordPress, so they started rolling it out to a bunch of their other blogs. It’s encouraging […]
Bill Erickson wrote a really great post in defense of consulting businesses. He lays out an extremely logical argument comparing consulting services to product services. The scalability opportunities for product businesses is an alluring one, so much so that I think (as does Bill) that many product sellers forget the support burden they can create […]
Siobhan McKeown wrote a great post at WP Realm about how the vocabulary and mentality around Hack Days for WordPress events (or any events really) need to change a bit. There are people dedicated to the WordPress project, and not all of them are developers. She explains it in detail, noting the many things non developers […]