Thinking out loud.
Quality over quantity.
Observations and lessons from building websites, managing knowledge systems, and working with businesses of all sizes.
How to Build a Website in Hours with Cursor & Midjourney: AI Dev Checklist
This past weekend, I rebuilt treqmusic.com using Cursor, Midjourney, and Adobe Firefly, and I'm blown away by how far creative and development tools have come....
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How to Build a Website in Hours with Cursor & Midjourney
A practical guide to rebuilding websites fast using AI-powered tools like Cursor, Midjourney, and Adobe Firefly.
Stop Dabbling, Start Rewiring: AI That Sticks Through Change Management
AI isn’t a side project—it’s the core of modern work. Most organizations already have licenses and pilots, yet value stalls because AI is treated like a...
The Hidden Data Threat in Your Knowledge Base: Why You Must Audit Now
In Knowledge-Centered Service (KCS®), content is king—but when that content includes customer names, emails, phone numbers, system logs, or internal company...
Transform Support with AI: 5 Bold Ideas for 2025
AI agents can transform support in 2025 and beyond — but only if you deploy them against the right problems.Moving faster at the wrong things isn’t innovation;...
The Evolution of Customer Support: From Tiered to Flat and Swarming Models
The Decline of Tiered Support The traditional tiered support model (Level 1: basic queries, Level 2: technical troubleshooting, Level 3: complex resolutions)...
Optimizing Knowledge Bases for AI-Driven Search: A Platform-Specific Strategic Action Plan Based on Freshness Insights
AI-powered search tools like ChatGPT, Perplexity, Gemini, and Google’s AI Overviews are transforming how users discover information. A recent Ahrefs study of...
AI’s Strategic Role in Evolving Knowledge-Centered Service (KCS)
Knowledge-Centered Service (KCS®) has long provided the framework for capturing and reusing knowledge in the flow of work—empowering teams to solve faster,...
Leveraging KCS Article Structures for Efficient LLM Fine-Tuning in Support Environments
In today’s support environments, AI-powered chatbots promise faster resolutions—but often fall short, delivering inconsistent or hallucinated answers....
KCS Articles Reflect Real Experiences—Not Pristine Manuals
In traditional knowledge management, content is often created after the fact—polished by experts, locked into rigid templates, and reviewed in cycles that...
Thought Experiment: What If Every Friday Reinforced Your KCS Culture?
Imagine this: It’s Friday afternoon. Your team is closing out the week, and instead of rushing into weekend mode, they pause to flag or fix just one knowledge...
Knowledge-Centered Service 101 – A Practical Primer for Support Teams
Introduction to Knowledge-Centered Service (KCS) Knowledge-Centered Service (KCS) is a proven methodology that transforms how support teams manage and share...
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