May 2, 2016 — Robots are great for cleaning the floor and are perfect for exploring the moon. They’re just not that great at customer support. The last thing your customers want is another “We received your message” email or “Thank you for holding” recording. Robots only succeed in making … Read More…

January 16, 2015 — It’s been three years since I launched my productized service. And, boy, did I do a lot of things wrong! But I’m glad I did. If it weren’t for the many mistakes I’ve learned from and lessons I’ve applied, my business never would have grown to replace my income as a … Read More…

January 16, 2015 — “Stories have defined our world. They have been with us since the dawn of communication, from cave walls to the tall tales recounted around fires. They have continued to evolve, with their purpose remaining the same: to entertain, to share common experiences, to teach and to … Read More…

January 25, 2012 — We often hear companies, including Web agencies, boast about how they provide exceptional client service. But how do they define exceptional? Consider this scenario. You are hired to design and develop a new website for a retail client. The client loves the design, and the … Read More…

December 8, 2011 — If you like the idea of being your own boss (I certainly do), chances are you get the itch sometimes to create your own product  — a product whose direction you control, that you do not have to compromise on with someone else, and whose fruits you get to fully enjoy, instead … Read More…

October 10, 2011 — Users will always need support. You could have a bulletproof product and the most excellent tutorials and documentation, and someone will find a way to break it or just not read the information staring them in the face. Later in this article, I’ll explain some ways to … Read More…

August 17, 2010 — In a recession, companies go one of two ways: either they become the cautious cat, adopting a wait-and-see attitude, spending carefully on their marketing and less overall, cutting back, or they become the ferocious lion, bold, taking advantage of their competitors’ … Read More…