Measuring Success for a Support Website: A Point of View

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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 truth is when you call them to report your card lost. You are desperate and probably freaked out about charges someone could be making, and when you press 4 (or whatever) and the first question out of the operators mouth is: What is your credit card number? Or something equally silly. You just pressed…

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Three "Spire's" of Great Leadership

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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 spooky how much that happens.

There are more books on leadership then you can count and even more points of view on what makes for great leadership. The great benefit of having a blog is that it is easy to add to the discussion. There is little damage I can do to the general world…

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