Conversation Agent - Valeria Maltoni

What to do About Platform Sameness

Current subscribers will remember at some point I was looking into platforms (see tools) for the future of the letter. Things I'm considering are: fees per number of subscribers, ease of use and communication, community component. To that list I'm adding easy ways to pay. It still feels like many of the platforms I looked into are in flux. When/if you consider a move from one platform to the other, think about the back-end, too. Anne Libby made a few, and she can tell you to watch out for integrations. If you ever wondered about the role of integrators: painkiller.... Read more →

System Failure: When Narrative and Execution Fail to Align

Customer experience surveys tell you nothing about how you truly did. People often want to do the right thing. But your system is bankrupt, forcing binary, or no choices. Leaving customers in limbo. Fix your systems, or they'll keep chipping away at your carefully-crafted, expensive narrative. The problem is often designed right into the system If there ever was an example of the market (and economics) dominating human life, it is that of a company—Apple—promising a replacement for a phone (under warranty with Apple Care) in 3-4 days. The company didn't provide an update after 14 days and two chats... Read more →