Dear

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Dear Facebook, I Don’t Need You to Protect Me from Hate Speech

Dear Facebook, I’m actually an adult. I realize that not everyone on your site is–but really, it’s where us old fogies hang out. As such, I don’t need a parent, or a teacher, or a human resources manager to monitor things for me. See, it’s totally creepy when you started asking if every post was …

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Dear marketers: An open letter about the other side

Marketers, suppose for a moment that you’re not who you are. Suppose instead that you’re a Customer Success Manager (CSM). Suppose you have to think of the customer differently, from a different perspective than the one you normally have. You have to think of them as someone who already knows your company (albeit, to a …

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Dear Every Company in America: Please Stop Answering Your Phone Like This (and Do This Instead)

Talking on the phone: it’s the worst, right? But sometimes, when when you’re trying to get customer service from a big company, there’s no substitute for talking with a real person. Yet, many companies go out of their way to make this difficult. Their goal? To encourage customers to give up (or, at least to …

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