The way you survey customers is wrong

This email showed up in my inbox the other day — from a SaaS company whose product I use on an ongoing freemium basis: “Hey RC, we notice you haven’t upgraded to Pro yet. Would love to know more about your reasons why. Mind taking a short survey?” Spoiler alert: I...

Creating a Cotopaxi customer experience

I recently spent 24 straight hours traipsing around Seattle with a group of friends, arm wrestling strangers, doing pushups in Pioneer Square, and decorating a friend’s face like a cake:  It was all a part of a 24-hour scavenger-hunt-like event called Questival,...

SEO articles — a waste of your time

Over the years, people have paid me thousands of dollars to write articles designed to help them rank higher on Google.  Even after I told them not to. They’re convinced that a blog on their website will win over new customers. It won’t. Here’s why. Let’s say a...