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An Open Letter to Sam Altman & the Team at OpenAI
Dear Sam and everyone at OpenAI, I want to say thank you. This is not a polished product review, a carefully calculated business case, or a… →
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The Hunting Party
My first book took six days to write and 51 years to collect. →
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The Current Collapse of Customer Service
Why it’s happened and how to fight back using the very machinery that broke it. Last week I sent this email. Paraphrased and trimmed, but faithful:… →
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Shadow Adoption
Half your staff are using AI behind your back, so is your CEO and the ban was never going to work. The waiting room Three or… →
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Star of the Week
How a well-meant ritual taught me that the system influences how people behave, and that the why has to travel with the what. The meeting Thirty… →
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The Convenience Illusion
Or how a trillion-dollar company taught me that indifference scales better than incompetence. I spent four and a half hours in an Apple Store today that… →
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Everyone Chasing the Ball
Or positioning is what wins during periods of change. At school break time, football rarely looked like football. Someone produced a ball, jumpers became goals, and… →
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Lean, The Missing Stabiliser
How teams overcorrect after a shock, and why lean brings them back. My first business started in 2003 with almost nothing. Five years of experience in… →
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The Case Against Documentation
And one of the many things I learned through the medium of LEGO. Sometime around 2010 or 2011, a major UK broadcaster decided it was going… →
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Free-to-Play Forecasting
A top-down approach when you have no data to go on For years I did what everyone does. I opened the spreadsheet, typed in retention curves,… →
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How Much Do Whales Spend?
A quick look at spending tiers in free-to-play mobile games. Over the last few weeks I’ve been building a set of planning tools for mobile free-to-play games,… →
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Team retention and culture
The small things that keep people around I’ve written elsewhere about why I set up Kempt, what we built, and what I learned the hard way… →