Portfolio
I've written just about everything, both under my own name and as a ghostwriter.
You can see much of this work here in my Portfolio.
Portfolio
Mar 11, 2025
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3 min read
Help Scout: A Practical Approach to AI Transparency
What I’ve just described is AI transparency, and it’s not an understatement to say it’s the most important concept you’ll ever hear about when evaluating and using AI in your business.
Portfolio
Aug 8, 2024
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2 min read
Tettra: How To De-Escalate An Angry Customer (Expert Guide)
Time spent de-escalating a customer is also time spent getting to know them, understanding their needs, and finding common ground.
Portfolio
Aug 1, 2024
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2 min read
Help Scout: Why Great Customer Service Isn’t Just Important, It's a Necessity
If you’re a small business owner, a CFO, or an ecommerce ops manager, the importance of customer service to your business may not seem quite so clear. It’s natural that you’d have questions. Luckily, I’ve got answers, and I think it’s time for business leaders to take another look.
Portfolio
Mar 19, 2024
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1 min read
Help Scout: A New Paradigm: Rethinking 'The Customer Is Always Right'
We believe it’s time to shift the customer service paradigm again: from “The customer is always right” to “The customer always deserves to be helped.”
Portfolio
Feb 29, 2024
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1 min read
Webinar: Constructing Customer Delight: The Blueprint Begins with a Knowledge Base
In a joint webinar hosted by Support Driven and KnowledgeOwl, we shared practical tips for strengthening the foundation of your knowledge base.
Portfolio
Feb 22, 2024
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1 min read
Klaus: Why is Quality Assurance Important in Customer Service?
Here’s why companies invest in customer service quality assurance (with examples and results of their QA programs) — and why you should, too.
Portfolio
Feb 22, 2024
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1 min read
Help Scout: Benefits of AI in Customer Service: 4 Ways AI Can Help
Generative AI can be an incredibly powerful tool when implemented and used correctly. Here are four benefits of using AI in your customer service experience, as well as advice on how to do so responsibly.
Portfolio
Feb 22, 2024
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1 min read
Klaus: How to Hire and Manage a Diverse Customer Service Team
A diverse customer service team can strongly impact your company’s competitiveness and bottom line. Here’s why, and how to build one.
Portfolio
Feb 22, 2024
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1 min read
Help Scout: The Ultimate Guide to Understanding and Managing Your Customer Lifecycle
Learn how to manage each stage of the customer lifecycle so that customers will not only stick around long-term, they’ll also become advocates for your company.