Reformed MXer & bike wrencher. #Startups #VC @WildcatVC. #Entrepreneur, started a few companies, couple IPO'd. Interested in focused chaos. Mostly.
San Francisco & Austin, TX
Joined April 2013
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This is some world class PR/Marketing. Love judo flip moves when the world gives you lemons. If this came from in-house, that person/team should start their own PR agency ASAP!
Thank you for your interest in Astronomer youtu.be/vich2C-Tl7Q?si=PF_B… via @YouTube
Dear @amazon, one of your Prime delivery trucks took our landscape lighting, while backing up on our street, then drove off. Have very nice video of the incident. Please DM to discuss restitution. Regards, a 25+ year Amazon customer.
Bryan Stolle retweeted
To be in the College Football Hall of Fame, a coach must have won at least 60% of his games. Mike Leach won 59.6%.
RT if you think Mike Leach should still be included in the College Football Hall of Fame
Customer Loyalty Fail Case Study #48 - Would you pay a customer $80 to gain their car purchasing and service work for life? 🚗💰
Recently, I visited Clay Cooley KIA (Dallas) for a Recall Notice appointment, unknowingly amidst a Cyber Attack that impacted 17,000 dealers nationwide, causing service disruptions. I was one of the very few who didn’t get a call cancelling my appointment, so I showed up on time. No big deal, it happens. For my trouble, time and gas, I asked if instead they could program my key for the same price as Batteries, Etc. Their disappointing and rigid stance of charging $165 (double the other guys), even when idle staff could have easily done the quick task effectively for free, left me feeling rather undervalued as a customer, especially sitting there as the only customer surrounded by at least a dozen idle service writers and techs.
This experience sheds light on the crucial link between crisis management and customer loyalty. Seizing opportunities to build trust during tough times can result in long-term gains, while short-sighted decisions can lead to alienation. Investing in small gestures that enhance customer experience, at minimal cost, can significantly impact Lifetime Value (LTV). Remember, every interaction shapes customer perception and influences their loyalty.
#CustomerExperience #CustomerService #Loyalty #BusinessLessons 🛠️🔑
Rather direct on-point observation...
"The real danger that’s facing us is we’ve lost respect for truth and facts. People have discovered that it’s much easier to destroy reputations for credibility than it is to maintain them. It doesn’t matter how good your facts are, somebody else can spread the rumor that you’re fake news. We’re entering a period of epistemological murk and uncertainty that we’ve not experienced since the middle ages." - Daniel Dennett, 2017
Bryan Stolle retweeted
You’re not a real founder until you meet an investor who says you’re too early for them in one round, but too late by your next. 🤣
Game-changer for employees, and for employers who see how powerful this will become for both recruitment and retaining talent. Companies like Tuition.io make implementation, compliance and better employee financial health quick and easy.
A New Perk for Some Student Loan Borrowers: A 401(k) Match nytimes.com/2024/02/02/busin…
Public safety & retail business success are tightly linked. Historically taken for granted, this is what happens when ignored/under-funded. Bay Area problem, not just OAK. Logical consequence from de facto decriminalization of petty crime & shop-lifting.
sfchronicle.com/eastbay/arti…
Bryan Stolle retweeted
Eloquent and heartbreaking. From Harvard Law Professor Mark Ramseyer's email to a Harvard list (with permission). I came for my PhD in '99, he came as a prof in '98. We were each publicly attacked for our views in '21.
"Harvard is a vastly less tolerant place than it was when I arrived in 1998. The intolerance is a function of an increasingly large fraction of our colleagues. And we – the rest of us on the Harvard faculty – let it happen. The cancelling, the punishments, the DEI bureaucracy, the DEI statements, the endless list that we could all recite – all this happened on our watch. We saw it happen, but we did nothing. We were too busy. We were scared to speak up. We – we on the faculty – let Harvard become what it is. The Harvard that we have is the result of our own collective moral failure.
The alumni who are furious are not trying to turn Harvard into something we do not want. They are trying to rescue Harvard from what we let it become.
We as a faculty failed. That is why the alumni are speaking up. That is why we formed the Council on Academic Freedom in the first place." @cafharvard @sapinker
Bryan Stolle retweeted
1/Crichton had always planned on becoming a writer and began his studies at Harvard College in 1960.[6] During his undergraduate study in literature, he conducted an experiment to expose a professor who he believed was giving him abnormally low marks and criticizing his literary style.[9]: 4 Informing another professor of his suspicions,[10] Crichton submitted an essay by George Orwell under his own name. The paper was returned by his unwitting professor with a mark of "B−".[11] He later said, "Now Orwell was a wonderful writer, and if a B-minus was all he could get, I thought I'd better drop English as my major."[8] His differences with the English department led Crichton to switch his undergraduate concentration.
Bryan Stolle retweeted
From @WSJopinion: Hamas promises more massacres in Arabic while asking for a humanitarian reprieve in English. It knows from experience that some Westerners are gullible enough to fall for it. on.wsj.com/3u7lkez
Bryan Stolle retweeted
Or even more pithily: “Culture is what you tolerate”. h/t @jspujji
Bryan Stolle retweeted
CEOs: if you ignore seemingly minor issues, it sends a signal to employees that you are OK with the problematic behaviors manifested in the issue. This leads to the behavior becoming normalized, and the issues becoming amplified.
A CEO friend told me how, when his company moved offices, they "lost" a few laptops. It seemed minor at the time, so he didn't really look into it. The next thing he knew, laptops started getting "lost" left and right. He had to start a full blown investigation, leading to many employees losing their jobs.
tl;dr You promote what you permit.
Bryan Stolle retweeted
This from Marc Rowan, CEO of Apollo, Chairman of Wharton Board of Overseers, is awesome.
thefp.com/p/marc-rowan-unive…
Bryan Stolle retweeted
Truly shocking. California is hell bent on self destruction. Sacramento is under the spell of public sector unions and is slowly, but inexorably, mortgaging the state’s future.
Perhaps you’ve read the headlines about San Francisco discarding algebra in the name of anti-racism. Now imagine that worldview adopted by the entire state.
thefp.com/p/californias-war-…
Bryan Stolle retweeted
It is completely incoherent & incomprehensible to me that the supposedly most progressive city & state in the world are considering reparations, yet simultaneously enslaving the current generation of minorities. SF’s K12 system has an 18% proficiency for English & 9% for math. – at Tiburon, CA
