A historical collection of our writing.
Rob Kalin from Etsy has referred to customer support as marketing and Etsy has significantly enhanced its customers support team to cut down response time dramatically. Danny Meyer in his book Setting the Table and the actual operations of his restaurants also makes helping the customer central to […] Read more (opens Continuations in a new tab)
Brad BurnhamWe have commented a number of times in a number of ways on this blog about how technology startups can no longer afford to ignore politics. When the tech startup world was focused on core infrastructure like chips and routers, and touched a small portion of the population, we thrived in comfortable […] Read more
Saw Inception on Sunday evening and loved it despite (because?) some its glaring flaws. It is a spectacular mashup of some of my favorite movie elements: philosophy, action, heist, stunning imagery and more action- all on a huge IMAX screen (the way movies are meant to be seen). The philosophy […] Read more (opens Continuations in a new tab)
Fred WilsonToday on MBA Mondays we are going to talk about another form of costs; Sunk Costs. Sunk Costs are time and money (and other resources) you have already spent on a project, investment, or some other effort. They have been sunk into the effort and most likely you cannot get them back. The important […] Read more (opens AVC in a new tab)
I love the duality of the Jeffrey Rosen piece about the End of Forgetting in the NY Times Sunday magazine with the release of the Afghanistan files via Wikileaks. Citizens and governments are faced with a fundamental challenge to privacy and secrecy. This is not a change in degree, like the advent […] Read more (opens Continuations in a new tab)
I am on the road in Portland, Oregon for OSCON. It is interesting that OSCON is here again after being in Silicon Valley in 2009. In 2009, I happened to sit down at lunch next to a development officer for the city of Portland who said he was attending because he wanted to make sure […] Read more (opens Continuations in a new tab)
