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.
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 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.
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.
My Formula for Scaling Our Support
As our “small plugin shop” starts growing into something not so “small” anymore, our Support has to grow as well. So how do you scale Support?
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.