• LinkedIn: How NOT to do Customer Support

    I’m going to try to avoid ranting here, but it’s hard. The other day I posted about a positive experience with AmEx’s customer support. Even though I ultimately concluded that large scale customer support is broken, I still walked away with a positive experience with AmEx. Fast forward to today, as I try to contain […]

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  • Large Scale Customer Support is Broken

    Recently, during the sadistic ritual known as “taxes,” I was forced to contact American Express’ customer support. First, I must commend them on using Twitter as a medium. They’re responsive and personable, and I did in fact get an answer quickly. However, the fact that Twitter has become a “decent” medium for customer support is […]

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  • Research: Can We Learn Digitially?

    Nobody wants digital learning techniques (software, games etc.) to succeed more than me. I was formally trained in computer science and video game design, and readers of the blog know that neuroscience, human learning and foreign languages are all amongst my primary interests. I’ve even created a few iPhone apps aimed at helping students of […]

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  • Rant (Pseudoscience): “10% of our Brains”

    I love seeing science become mainstream and cool, but sometimes “pop-sci”  borders on pseudoscience and becomes an entirely different beast.  There are certain myths and themes that crop up across the internet as well as in movies and conversations that just plain bother me because they are so completely unfounded in truth.  Today’s post is […]

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