My Best Advice for WordPress Product Businesses in 2026 and Beyond
The next era of WordPress products won’t be won by features or AI, but by clear, intuitive experiences that make users feel capable from the first click.
Customer Experience
I send one email a week with original content I don’t publish anywhere else. I read and reply to every response—so if you’re growing a WordPress product business, subscribe and let’s talk.
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The Real Power of AI in Support Isn’t Fewer Tickets; It’s Better Answers for More People
AI doesn’t replace human support; it scales access to better answers and makes documentation more effective.
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The Problem with “No Questions Asked” Refund Policies—and What to Do Instead
Refunds aren’t just money going out. They’re truth coming in; if you ask the right question and turn silent exits into insights.
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The CLAP System: How We Turn Feedback into Insight
CLAP isn’t software—it’s how we capture, label, and act on real customer feedback to shape better products. Here’s how to start doing it too.
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AI is Not Enough: Why the Future of CX is AI/Human Hybrid
AI solves problems, but humans build trust. Discover how an AI/human hybrid approach creates faster, smarter, and more human-centered customer experiences.
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The Support Capacity Formula That Tells Me When to Hire or When to Fix the Product
Knowing support capacity isn’t about costs; it’s about clarity. Here’s the formula we use to decide when to hire and when to fix the product.
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Be the Support You Want to Receive in the World
I’ve been calling myself “Head of Support” for over a year now. I’m proud to announce that that title is now technically true. Let me explain.
