Do job titles matter?
On stage at this year's Chicago UserConf, I put up these slides. I was using those increasingly wacky titles as an introduction the main point of my talk: Instead of making your support team be heroic in order to get
Calm customer service: still easier than labour
Some customers are a right pain in the inbox, there's no denying it. They have a way of frustrating all attempts to help them, or of interpreting everything in the worst way. But still, they're our customers and we want