I felt it important to press the pause button (yes, after only three posts) and unpack my motivation for beginning to write about the world of Customer Success (CS). This will hopefully lay the foundation for future posts and will provide some context for the thoughts I expressed in the last three articles.
1twentyeight
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posts
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Pardon the Interruption
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A Customer Journey ≠ A User Journey
A Customer Journey does not equal a User Journey. I have experienced teams that use the terms interchangeably and teams that have a working assumption that they are the same, certainly in practice. I’ve also experienced CS teams that do not ever use or refer to a User Journey. It’s as if the term doesn’t exist at all. But rarely have I found an organization that sees the two as distinct yet related.
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Solving for Customer Health
As I mentioned, I see two issues in how we in CS think about customer health:
- Over complication
- No link to the customer journey
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On Customer Health
I have been thinking about customer health quite a bit lately. I guess this makes sense, given my role as Director of Customer Journey Solutions for New Relic. My team is responsible for leading the broader organization in creating the appropriate “formula” to capture the health of our customers.
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A Rebirth
It’s not hyperbole to say that this site might be one of the most neglected on the interwebs. Outside my annual top five albums posts I’ve not touched this site in years…for a number of reasons. One, I just didn’t think my voice mattered. Two, for a period of my life I’ve just not had the motivation to write. Three, the process was onerous. While Wordpress is relatively easy to create a blog post I was also dealing with ensuring that PHP was updated, that Wordpress itself was current, that the plugins I used were current, and then there was the whole spam comment nonsense. Not to mention the cost of hosting a site that, while I didn’t want to kill, I wasn’t sure where it would go.
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To Software Heroes
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Top Five Albums – 2018
I apologize to my lone reader for my tardiness as I was traveling during the holiday season and did not plan appropriately for getting this post published. Also, subconsciously I’ve put this off for some time because this year, more than any I can think of since beginning my top five lists, was the most difficult. There were plenty of good albums, but there were hardly any great albums. Picking a tops list out of a plethora of good albums is exceptionally hard to do.
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Top Five Albums – 2017
It seems bonkers that this is my 8th annual Top Five Albums post. What’s not bonkers is that it’s the only post on this site all year. I’m nothing if not consistent.
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Top Five Albums - 2016
Let’s start with a hat tip to the Pet Shop Boys. They know their niche and stay in it. Forever. Honestly, go listen to their 2016 album Super. Mix it with all their other albums and I’m not sure you’d be able to pick out which songs came from this album versus any album of the 80s or 90s.
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Top Five Albums - 2015
It’s clear that this blog has become nothing more than a place to list my annual top five albums; but here’s to consistency. A couple of notes before we get into the list. One, Coldplay — you should be ashamed of yourselves. Rumor has it that this album (A Head Full of Dreams), your 7th studio album, is your last. I’m not saddened. You’ve not produced anything worth listening to since Viva la Vida or Death and All His Friends (2008). Two, while I enjoyed Wilder Mind, and truly admire Mumford & Sons for departing from the norm (banjos, acoustic guitars, and a standing bass), this album was lyrically weak. Does every song on a 12 song album have to be about the complexity of love & relationship? Aren’t there other topics you could write and sing about? Father John Misty makes me smile, and Adele has a voice like no other human on the planet.
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Top Five Albums - 2014
My one and only post related to 2014 is this one. I took a new position last April at Puppet Labs; and haven’t slowed down since.
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Top Five Albums — 2013
Two things changed the way I listened to music in 2013. Spotify & Vinyl. Almost every album that I listened to this year was through Spotify first. I did not make a single purchase without first testing the album out for free. I love Spotify. This year also ushered in the return of the turntable into the Hamilton house. It’s been over two decades since I last had a record player. But the boy came home from school one day wanting to get into vinyl (he’s a third grader). So we did. I love that it’s turned music back into a physical experience for me. From the crackles and pops to having to turn the album over, it’s made music fun.
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Toy Boxed
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Five Years
This is where I lived for five years (May, 2006 — June, 2011) — Cardiff, Wales, UK. I loved the city. At the 4:12 mark you can see the house I lived in just above the bridge to the left side of the screen.
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A Confession and a Plea
I have a confession to make. It’s not easy for me to say this, but the truth needs to come out. And while I wish there were alternatives, this is just the way things are, and I need to embrace it.
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I Do What?
I’ve been asked by friends and family what I do, and maybe more confusingly, what is Puppet Labs? I thought I would answer both with a very short video.
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Top Five Albums — 2012
It’s time again for my top five albums of the year. As I was preparing for this post, and I’ve probably always known this, I realized that while I love music, I’m not going to spend time searching for the unheard-of bands, or the albums that no one knows of. I’m not a true audiophile in that sense. But I do love good music. I could never compile a list like Steve McCoy’s. I don’t have the time or the budget. And to be fair, I’m certain that there are several albums on Steve’s list that would be included in mine. No, my tastes are slightly more mainstream. And while you’ll never see the likes of today’s Pop Stars on this list you will most likely know the bands that are mentioned here.
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To Be Seven
My son is seven. And I think he’s pretty cool. They had to pick a person to write a letter to in school. This is his letter.
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You Blinded Me with Science
At PuppetConf I spoke with Tim Bell from CERN. He is an unbelievably brilliant man. I listened to him again the next morning as he gave his keynote for the conference. Much of his talk repeated the things he had mentioned the night before. But honestly, the content was so rich I didn’t mind listening again.
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Haystack
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Twitter is the new Happy Days
Hey Twitter, you don’t build a platform/service that’s free and open, build up a ridiculous user base, then change the rules on how the game is played. It’s douchey. It comes across like the kid at the playground who didn’t get his way, called a timeout, grabbed his ball, walked home and left all the other kids thinking - what the hell just happened?.
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Waiting
Sometimes you only need a glimpse of something to know it’s going to be good.
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Playing with Puppets
One of the things I was involved in as a teenager was being a puppeteer for my church’s children’s program on Sunday mornings. Granted, I wasn’t great (just a hint – you’re supposed to keep the top of your hand still, and only move your thumb when operating a puppet’s mouth), but I had fun and it was a way to help out the adults as they taught the children on Sunday. -
Coldplay + MCA Tribute = Brilliant
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Favorite Cities to Visit — A Top Ten List
My friend Jason Dietz, over at NonModern, recently posted a list of his top ten cities to visit. I loved the list. Jason is much more traveled than I am, I’ve only been to two of his top ten cities, but I thought I would “comment” on his post by posting my own list of the top ten cities I’ve visited. Like Jason, I won’t include any city that I have lived in, currently or previously. Unlike Jason though, I don’t stop at the “city”; designation, and will include both smaller towns & larger metropolises — I couldn’t resist.
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Top Five Albums–2011
Despite what a friend said last year about 2010 being a bad year for music, I thought it was a good year. Maybe that’s because Mumford & Sons Sigh No More and Arcade Fire’s Suburbs are 2 of my favorite albums. In fact, I would argue that 2011 was no better than 2010, and in some respects, a little worse. I don’t think there was a stand out album this year. There were definitely some good ones, but nothing grabbed me quite like last years albums did. There were several good albums that didn’t make my top five…my Honorable Mentions if you will. They include in no particular order: The Black Keys – El Camino, Sigur Rós – Inní, The Decemberists – The King is Dead, Radiohead – The King of Limbs, and The Poison Tree – The Poison Tree. One album, in particular, was good, but didn’t quite live up to expectations, Coldplay’s Mylo Xyloto. And there was one album, that for the life of me I can’t quite figure out why it’s included in most everyone’s top 10 list – PJ Harvey’s Let England Shake. I thought it was a contrived, over sold, preachy, screeching mess. My top five this year leans toward the somber and sad, with one exception. My list is varied and very different from last years list. But like last year, I’m including an album that might incite a little ridicule by my friends. Oh well, I liked it.
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Finally
The search is over. The waiting has ended. And the celebration has begun.
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Generation X is Sick
This resonated with me. Read the entire article though, it’s good.
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Bad Rhetoric
I’m growing increasingly tired — and maybe a little frustrated — with bad rhetoric that’s being used in relation to Christian missions. You’ll read it as Finish the Task, Finishing the Task, the Unfinished Task, or Finish the Mission.
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Front Porch Friday
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All Things Are New
A new city. A new home. A new car. A new job (almost). And a new look for 1twentyeight. While I liked the previous design for my site I felt it was time to take it in a new direction. I’ve decided to move to a tumblog type format, with longer weekly articles, and more frequent updates with photos, quotes, and links to things I find interesting. My hope is that this prompts me to update the site on a more regular basis.
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On the Move
Earlier today I sent an email to family and friends, primarily in the US, about a decision I (my wife & I) have made regarding our future in Cardiff. I thought I would re-post parts of it here — for posterity and for those that might be curious.
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Round Two
Yesterday I took part in my second Photomarathon. I naively thought that last years effort would provide invaluable experience for this year. But nothing can prepare you for the exhaustion that comes with trying to take 12 photographs over 12 hours on 12 different topics. And while I felt better prepared in terms of taking pictures that the judges would appreciate, and interpreting the topics in a different way, I was still thrilled when the day was over and I could turn off my brain.
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The First Twenty One Days
Three weeks ago I started a self-imposed photography project called Project 50. Project 50’s are fairly popular on Flickr, and where I first heard about them. Project 50 is simple, in theory at least – you take 50 photos over 50 straight days with a 50mm prime lens. I became really interested in doing a Project 50 after seeing this one. However, while Rick’s is fairly consistent throughout, with a cinematic type theme, I wanted to do one that wasn’t quite as specialized or focused. I’m still trying to uncover what type of photography I’m best at because I’m interested in several different genres (urban landscapes, stills, portraits). I thought a Project 50 would be a beneficial way of finding out what type of photograph I’m drawn to most often. And after hearing a talk given by David Hurn I was reminded that you only get better as a photographer by shooting copious amounts of photos. To get these first 21 photographs I’ve shot well over 500 pictures.
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Recommended Reading
In the past few months I’ve tried to increase the amount (number of books) I read. One, it helps with this problem. Two, it increases knowledge - both specific and general. And three, it gives me something to talk about with others.
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Top Five Albums—2010
Everyone has their lists this time of year, from top grossing movies to the top searches on Google. It only makes sense that I add my own list for 2010…albeit a short one. My top five albums for 2010 are not based on anything other than what I liked the most. Of course, I listened, and purchased more than five albums this year, but these are my favourite. Enjoy.
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Photographing People—A Project
I recently completed a course offered through ffotogallery called “Photographing People”, which was taught by Toril Brancher. I really enjoyed the course. It was much more than f-stops, shutter speeds, and flash guns. It was a walk through photographic history, paying special attention to those that have specialized in taking photographs of people. We talked about David Hurn, Henri Cartier-Bresson, Sally Mann, and Elinor Carucci, among others. We talked about the qualities in images that we’re drawn to, and how we mere amateurs might have taken a shot differently. I can highly recommend ffotogallery, their instructors, and their courses. This was my second course through ffotogallery, and I plan to take more.
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The Buggles Were Right
The Buggles were right, way back in 1979, when they sang that videos killed the radio stars. As a child of the 80’s I can remember watching MTV waiting for the next “cool” new video to come out. Videos drove music sales, not the radio. We may have come full circle…I don’t know of many teens today that sit around and watch music videos, but that’s beside the point. The point is, we shape the tools and the tools shape us.
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Twelve in Twelve
Yesterday I took part in my first Photomarathon. The concept is quite simple really. I had 12 hours to take 12 photos based on 12 topics. At the end of the day I had to turn in my 12 photos, in order from 1 to 12. At 10AM some 400 participants received the first four topics. We returned to the Wales Millennium Centre at 2PM to receive the next four, and then at 6PM we returned for our final four topics. All 12 were due by 10PM. The photos could not be edited, they could not be out of order, and there could only be one photo for each topic.
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Community What?
I get asked from time to time what I’m doing here (Cardiff, Wales), especially as soon as someone recognizes that I’m from America. So I thought I would take a second and tell the story. Don’t worry, it’s not a long story.
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Do You See What I See?
One week from today my family and I will board a plane and head back to Cardiff, Wales (UK) after spending the last six months here in the US. Most of our time was spent in Texas, both in San Antonio and Ft. Worth (Granbury actually). We’ve had a really enjoyable time, but I think I’m ready to head back. After 31 years in the US, then 3 1/2 years in the UK, and now six months back in the US I’ve been able to see things from a slightly different perspective and I thought I would share some of my thoughts. My perspective is not right, nor wrong, just mine.
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24 Hours with the Kindle
My Kindle arrived yesterday afternoon and I’ve spent the last 24 hours trying it out. The packing was overly simplistic. In fact I was a little surprised…just a standard Amazon cardboard box and a protective liner on the front screen.
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Reminders From Woods and Chandler
Two things have caught my attention in the past several days. One, the bizarre story of Tiger Woods and his meeting with the fire hydrant and tree. And two, the news that went out on Thanksgiving that Matt Chandler, pastor of the Village Church, had a seizure and was found to have a small mass on the frontal lobe of his brain which will require surgery this coming Friday. These two stories, on seemingly opposite ends of the spectrum, I can’t help but compare and contrast as I go throughout my day(s).
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The Story of Bako
Every family has their funny stories…the kinds of stories that make each family unique. Most of time however, these funny stories are only funny to the members of the family. And so it is with my family and the story of “Bako, Bako, Bako!””.
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Compassion and Vision
I recently attended the Catalyst Conference in Atlanta, Georgia. One of the highlights was the meeting that took place between an African, Jimmy, and his Compassion International sponsor of 19 years. I’ve included the video below. If you’ve never considered sponsoring a child through Compassion International, or World Vision, I’d like to ask you to think about it.
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The Day After
Let me start by saying I’m a huge U2 fan. It would hard for them to disappoint. I’ve been a fan since the age of 11 in 1986…you can do the math. Having said that, of the five times I’ve seen U2 last night’s concert in Cowboys Stadium in Arlington (Dallas) was not my favorite. In fact, last night’s show would come in 3rd or 4th depending on which day you ask me.
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The Day Of
Today on my Twitter stream I’ve been posting my all time top 5 songs from U2. I’m headed to the concert in Dallas tonight and am a little pumped about it. U2 is my favorite band, with Joshua Tree as my favorite album. I’ve seen U2 four times dating back to their 1997 Pop Mart tour. That show was held at the Cotton Bowl in Dallas. The next three shows went indoors…once in Reunion Arena, once in the new(er) American Airlines Center, and once in some arena in Kansas City. Tonight’s is back to the outdoors (kind of) in the new Cowboys Stadium. I’ve read good reviews of the opening band, Muse, and am excited to hear them live for the first time.
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Re-Ignite
Ignite Cardiff is happening again. This time it’s being held at the Wales Millennium Centre on Thursday, October 15th. I think Ignite is a really cool idea. Presenters get 5 minutes, 15 slides, 15 seconds per slide to talk about anything they want…although there is a “no self promotion” rule.
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Good Works
One of the things I’m passionate about is what I would call a Good Works Initiative. Simply, it’s about doing good works for others. Giving back. Assisting. Offering help. Creating something for the betterment of a person, group, or community. Some, like me, are motivated to do good works because of my faith. Not in some under-handed scheme to get the recipient to convert, but because I believe my faith requires nothing less than doing good for others. Others may not be motivated to do good works because of faith in a higher being, but it does not diminish their ability to have an impact on another’s life.
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A Sentimental Longing
A few weeks before we left Cardiff I found myself getting a bit nostalgic. We attended a community parade and festival. At the festival they had displays from different organizations in the Grangetown community. One of the displays was from St. Patricks Karate Club. During the display they played a song, [Brothers In Arms](http://en.wikipedia.org/wiki/Brothers_in_Arms_(song), by Dire Straits. It took me a few seconds to recognize the song since it had been so long since I had heard it. But when I did recognize it I was immediately transported back to the mid 80’s.
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Geek is the New Rock
…at least that’s what I was told last night at Ignite Cardiff. It’s hard to describe exactly what Ignite is or who it’s aimed at, but let me briefly try to explain.
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The Power of Words and Influence
I was reminded this week, through the newspaper and my kids, about the power of words and influence. The first occurred when I read an article in the Times about Jim Rogers, a big time American investor. According to him, the sterling (or pound), the currency for the UK has lost it’s value. The result of Mr. Rogers words sent the pound to a seven year low against the dollar. While this is great news for us it’s not so great news for the millions of investors here in the UK.
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The Obligatory New Years Post
I’m not much for New Year’s Resolutions. To me, they are thinly veiled goals, which the average person isn’t good at setting and keeping anyway. I’m not a big goal setter, so it only makes sense that I wouldn’t be a resolution setter.