This Customer Said, “I’m Just Not Good at This Stuff.”
Technology rarely fails all at once. Confidence does. One blinking light becomes two. The TV won’t respond. The phone is silent. The…
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This Customer Said, “I Don’t Have a Headache Anymore”
Most Internet companies think they’re selling bandwidth. And that’s like a hotel believing it sells square footage. Technically true. But commercially silly. It…
A Short Story About Judgment, the Internet, and Digital Harmony
One of the odd things about working in the Internet business is that the moments that matter most rarely look dramatic. And the best…