THE JOURNAL.
SELECTED WRITING
@Morrisons Customer Service: Fluke or Designed to Delight?
As I was sifting through the data that Bizbuzz was providing about potential ServiceChat customers, I came across Morrisons - a British grocery and supermarket business that has about 12% of the...
Musing on Citizenship-as-a-Service.
[caption id="" align="alignnone" width="500"] By: The Laird of Oldham - CC BY 2.0[/caption] I have a tax bill due. It is 'tax on profits' and while I have the money set aside to pay it, there...
July 23: A Change to Regular Programming
[caption id="" align="alignnone" width="500"] By: Jason Rogers - CC BY 2.0[/caption] When I set out to build my startup in January, we moved to Spain to immerse in the culture, learn the language and...
Why Current Ideas of Social Media Customer Service Suck
Reach, responsiveness, engagement, resolution, impact, journey - these are all buzzwords in the brave new world of customer service meets social media. Undoubtedly, it has all the excitement of a firs...
Wickedly witty caption seeks hilarious illustration for fun times.
I recently saw 'Tangled' - an animated movie of the Rapunzel story. Very enjoyable. As it often happens, a funny visual came to mind and an even funnier caption that I would love to match with an ill...
To Blog or Not To Blog
[caption id="" align="alignnone" width="540"] By: Patrick Hoesly - CC BY 2.0[/caption] As I explore the social media customer service space - trying to discover and connect, I am learning qui...
July 18: A Mixed Bag
[caption id="" align="alignnone" width="343"] By: crabchick - CC BY 2.0[/caption] Not sure what to make of this week. It's a bit like being in the Tom Hanks movie 'The Terminal'. I'm stuck but actua...
Why I am Cancelling My 10+ year Skype Account
TL;DR This is a notice to my Skype contacts: Skype (and others) have been spying on their users on behalf of the United States security apparatus for a long time. I do not want to be spied on any lo...
Pictures of Spain
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Twumps is live - get your game on!
A couple of weeks ago I wrote about an experiment to see if I could consistently and sustainably fund good causes through an online product/service. I'm delighted to release the first version of Twu...