Measuring Success for a Support Website: A Point of View

There is a beautiful hypothesis that of all the touch-points a business has with its customers there are just a small handful that are Moment’s of Truth, essentially interactions that make or break the relationship (and in turn any future profits, customer loyalty, etc). For example in case of your credit card company the moment of […]

Three "Spire's" of Great Leadership

My presentation at the emetrics summit in Washington DC is on the topic of “Creating a Data Driven Web Decision Making Culture” and the slides are forming in my mind right now. One important element of a great culture is great leadership. Team’s, companies, organizations are truly a reflection of their leaders, it is really […]