Monthly Archives: October 2014

If You’ve Got It, Flaunt It

In a previous article, I discussed how small changes can make a big difference when engaging with customers. Specifically, the addition of agent pictures to LiveChat can create a closer emotional connection between the customer and the agent, leading to higher … Continue reading

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Giving Web Chat a Human Face

One of the challenges customer support and sales agents face is the balance between efficiency and humanity. The more efficient methods of communication often are very impersonal, while the personal ones are expensive and inefficient. On the one hand, a business … Continue reading

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Decide Your Business(Insider)

I used to love BusinessInsider, the Internet (and to a lesser extent general business) news site run by Henry Blodget. I am also impressed with how Blodget has reinvented his life. In 2003, he was charged with securities fraud by the … Continue reading

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Why Didn’t Google Develop Evernote?

Evernote and its competitors have been quite successful at helping users keep track of information. A major use case is Web pages. You find a Web page you like, but want to keep later for reference. Perhaps it is a … Continue reading

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Web vs Apps, Year 4

Today, BusinessInsider – about whom I should write more, as their “Top Stories” have become more sales promotion and less news, and thus I look forward to receiving their updates less than I used to, but that is for another … Continue reading

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Know Your Subject

I have made my share of embarrassing faux-pas, saying the wrong thing, pronouncing a word the wrong way. But when I put something in writing, I try very hard not to make silly mistakes. That includes knowing my subject well. Here … Continue reading

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The Not-So-Simple SIM Card

The SIM card in almost all of our phones is a tiny smartcard, a computer, that enables your mobile device to connect somewhat securely with a wireless carrier. In the old days of mobile, there were 2 major competing technologies – GSM … Continue reading

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Incredible Shrinking Bluetooth Car Adapter Market

I drive a several-year-old car that came with no bluetooth integration. When we bought it, it mattered, but only a bit. Since then, all of our audio and video have become digital, and we have multiple bluetooth-capable mobiles with us on a regular … Continue reading

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Qik or Slow?

Messenger apps have been all the rage in the last few years. iMessage and WhatsApp and Google Chat and Kik and Skype so on. This has been distinct from real-time or synchronous conversation, which started with the phone, and moved to more … Continue reading

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It’s Not Your Competition… It’s You

If your business gets killed, don’t blame the competition; it’s you. If your industry is upended, don’t blame the competition; it’s you. Back in the late 90s, partners and I founded 2 start-ups. The first – electronic transcripts in the Web’s … Continue reading

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