Tolerable Customer Service

Employee of the Month
Employee of the Month

Most of the time, we don’t want to talk to people. When we go to the supermarket, we self-checkout at the registers. We go to restaurants and place orders on tablets, without having to talk to a waiter. The invention of SMS advanced society by leaps and bounds, because we could break up with our girlfriends without enduring the screaming and crying.

In this wonderful world where no one wants to talk to anyone, it’s easy to provide delightful customer service. I’m stoked when I call a toll-free number and a human answers.

Only humans can provide delightful customer service. No one will ever commend the self-checkout kiosk at Safeway for excellent customer service. No one will ever tell the 18 automated menus answering my credit card’s service hotline that they did a good job.

Companies outsource service to robots and foreign call centers because it’s adequate. They’re not going for outstanding, here. They go for outstanding in areas like price and technology. We’ve gotten pretty good at bringing cheap crap and instant gratification to the consumer, but overall user experience is governed by Amdahl’s Law, just like everything else in life.

Choose where to be outstanding, and where to be just adequate.

Venture Capital Inflows and Outflows

VC funds raise money from limited partners for the express purpose of investing in early-stage companies. Sometimes, maybe all the current startups suck. Maybe the only things coming out of Stanford this season are food-delivery Instacarts and Twitter clients.

In these situations, the VC fund hands the money back to the limited partner and says, I’m sorry. I looked around the Valley and couldn’t find any good investments. You should just put your money into European index funds or maybe some corporate bonds.

Just kidding. That happens approximately never. No matter how crappy the market outlook, VCs will plow their committed capital into the least-mediocre ventures they can find. Even if that means they have to invest in startups that use kitten memes to teach Spanish.

There’s some discussion about how venture capital is currently in a slump. Judge for yourself.

VC and Corporate VC Inflows and Investments by Quarter, National Aggregate. Source: Thomson Reuters via PwC / National Venture Capital Association.
VC and Corporate VC Inflows and Investments by Quarter, National Aggregate. Source: Thomson Reuters via PwC / National Venture Capital Association.

VC investments can lag capital commitments by several years, but as long as VC funds have inflows, there will be corresponding outflows. And sometimes the outflows will go into things like Uber for dogs, because maybe that’s the best they can do.

Of note: So far this year, 12.6% of VC investments came from Corporate Venture Capital. Corporate VC does not need to fundraise.

Risk-Avoiding Bubbles

bubble

There are two types of humans: Opportunity-seeking, and risk-avoiding. Bubbles are caused by the risk-avoiding humans.

Most animals are risk-avoiding. When faced with both a predator and a mate, the animal will run from the predator before it tries to get laid.

75% of humans will respond in the same manner. The other 25% will knowingly risk getting eaten in order to go after the mate.

This is an attribute caused by a polymorphism in the DRD4 gene, where a repeated DNA sequence affects the dopamine receptor [1]. Children who exhibit this polymorphism are frequently diagnosed with ADHD. Adults with this allele often become drug addicts [2].

But without this genetic mutation, humans as a species might still be cowering in the low plains of Africa. The survival of a population depends on opportunity-seekers to risk their lives in search of new sources of food and land bridges to Alaska.

Of course, the species also depends on the three-quarters of the population that focus on not dying. After the opportunity-seekers have discovered Rama Setu and the Isthmus of Panama, then the fear of loss drives everyone else. Humans are pack animals, and the risk-avoiders don’t want to be dropped from the migratory herd.

zebra_herd

Bubbles begin their life cycle when one or more opportunity-seeking investors plunge some amount of money into a crazy stupid venture like CatAcademy or Cheezburger. Risk-avoiders provide follow-on investments, because they remember the pain of having missed out on Groupon and Zynga. Before you know it, companies like Snapchat are getting $4B valuations because both Google and Facebook are desperately afraid of losing a contingency of broke-ass 20-year-olds to each other.

Google and Facebook are practicing risk-avoidance. If they wanted to be opportunity-seeking, they would invest in Barnacle.

This mentality does not only apply to startup bubbles. The people who bought dot-coms in 1999, the ones who bought real estate in 2003, the first investors to reenter the stock market in 2009 – they were all opportunity-seekers. The last people to buy dot-coms in 2000, the ones buying houses in 2007, and ones who are only now rotating from fixed-income – these are the risk-avoiders.

Just remember, risk-avoiders are the last ones to get laid.

References:

1. J. Gelernter, et al. D4 Dopamine-Receptor (DRD4) Alleles and Novelty Seeking in Substance-Dependent, Personality-Disorder, and Control Subjects. The American Journal of Human Genetics, Volume 61, Issue 5, November 1997, Pages 1144-1152, ISSN 0002-9297, http://dx.doi.org/10.1086/301595.

2. M-J Kreek, et al. Genetic influences on impulsivity, risk taking, stress responsivity and vulnerability to drug abuse and addiction. Nature, Volume 8, Issue 11, October 2005, Pages 1450-1457.

Silicon Valley Tech Employment Falls 11.9% in the Last 12 Years

Silicon Valley, home to 40% of the nation’s venture capital, ranks only 25th in the nation for Tech-STEM growth between 2001-2013.

To be fair, the valley took a good hit after the 2001 dot-com-bubble. To be even more fair, Silicon Valley does not include San Francisco, an hour north (SF ranks 5th).

Despite the influx of capital and proliferation of startups, Silicon Valley lost 80,000 jobs in high-tech manufacturing. Remember HP? AMD? IBM? Philips? Sony? Sun? Xilinx?

People often forget this, but Silicon Valley started when Caltech grads migrated north and laid their eggs in the form of Fairchild Semiconductor and Intel.

Moral of the story: If you build hardware for a living, learn to code.

Broader moral of the story: No tech skill stays relevant forever.

cities producing tech jobs

See Also:
The Surprising Cities Creating the Most Tech Jobs –new geography

Interactive Bob Dylan

Music videos weren’t invented until the 80s, so a lot of older artists missed out on the whole MTV thing.

To make up for it, Bob Dylan released an interactive video for “Like a Rolling Stone”.

Check it out.

bob dylan tv