At Tesla, the customer experience falls far short of the car

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I bought a Tesla. The experience of buying it was terrible. Analyzing the reasons for this is a great exercise in thinking through customer experience. This is not my first electric car. I’m a believer. Six years ago, I bought a Nissan Leaf. My family has been very happy with it. The maintenance costs are … Continued

Buzzword bingo (and you can play)

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I’m starting a new project for 2019 and, with just a tiny bit of awareness on your part, you can fuel my efforts. Here’s a list of buzzwords you’ll see in technology and marketing press releases and announcements. Robust Seamless Omnichannel Analytics Cloud-based Comprehensive Secure Encrypted Engagement Scalable Saas Disruption/disruptive Your contribution? First, tell me … Continued

I can’t believe I’m doing this

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This gig is pretty awesome. I can’t believe I get to do this. Imagine for a moment. People pay me to read what they wrote and tell the what’s wrong with it. They actually take my advice, and thank me for it. And then, after they change it, people read what they wrote and it … Continued

Madonna, Prince, Michael Jackson, and the rest of my cohort

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You are going through life with a bunch of celebrities. Surely you must have noticed this. You read news items about famous people and say, “Hey, she’s the same age that I am.” And after a little while, you realize that you’re part of a cohort — a class of celebrities who share your birth … Continued

60 years of dreaming

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Follow your dreams. Is that a good idea? A case study . . . When I was ten, I dreamed of being an astronomer. I read everything in the library on stars and planets, and then asked to go to a new library to find more. I could close my eyes and see the Hertzsprung-Russell … Continued

Are transgender people people?

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Someone you know is transgender. They deserve to be treated like a human. Look. My job here is normally to pick apart public statements by people, to show you how things can be written better. I try not to get into taking political positions. But I am making an exception today. If this bothers you, … Continued

Somebody else’s book party

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I am one of the most egocentric people you ever met, because I am so talented. (Modest, not so much.) It’s always been this way. So how did it feel to participate in a somebody else’s party for a book I helped write? More than a year ago, Dave Frankland and Nick Worth asked for … Continued