Before starting Idiomatic, I founded EAT Club, now the country’s largest online corporate lunch delivery company. In our first year, I personally fielded every customer service email and call, showering each customer with attention. Along the way, I got to... Continue Reading →
Tagging can be a powerful tool for any customer support team. When done correctly, tags serve as a common language to communicate the customer journey at scale—when having one person keep in touch with every single customer is no longer... Continue Reading →
My wife and I recently took a red-eye flight into Boston for our college reunion. We landed at 6am and were exhausted, so I decided to call an Uber rather than taking the subway. Six minutes later, my phone buzzed and informed me... Continue Reading →
Without a doubt, Uber is a business and social phenomenon. Despite being a magnet for controversy (e.g., cities forcing them out, lawsuits by drivers), Uber continues to thrive because it has created a magical experience for a large swath of riders. But, Uber's path to world domination / IPO requires continued growth, which means winning over more riders and fending off competitors. And the only way it can do that is to make sure an ever larger fraction of those who try Uber falls in love with the experience.
I am the stereotypical startup founder HBO's Silicon Valley was born to mock, but I love the show. I went to Stanford, live in Palo Alto, and am working on my second company right now. In the most recent episode of Silicon... Continue Reading →
Products that win feel magical. Customer feedback provides the path to eliminating the friction disrupting that magic.