Customer Service as a Product (CSaaP)

A few months ago, I bought seats to Hamilton on SeatGeek. When we arrived at the show, we discovered the tickets were fakes - the guy working the ticket booth told us they’d been resold 30 times. Obviously, we

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American Mania and Startups

A few years ago, I read a book called "American Mania: When More is Not Enough" by Peter Whybrow, who is director of the Neuropsychiatric Institute at UCLA. One of the core tenets of the book is that boom and

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Keeping it Real

Two weekends ago, I traveled to Boulder, Colorado with a group of other venture capitalists for one of Reboot’s Bootcamps. Reboot is a newish organization launched by Jerry Colonna and they’ve led a few of these retreats for

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The Importance of Honest Reviews

Twice in the past week, I heard stories about companies who failed themselves and their employees through flawed review processes. The cases were different situations inside different organizations, but the constructs were very similar. In each case, longstanding employees had

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Alexa

The overnight success years in the making that is the Amazon Echo is the topic of the month in technology circles. I purchased mine recently and joined the hundreds of thousands of others who have done the same. This makes

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