I get to do all those things people consider a waste of time, like YouTube or Facebook, but in a way that's practical to understanding and predicting interest and behaviour. There's always a way to make something interesting and building our a solid community. A brand isn't that different than a flag for a nation or any other rallying symbol. I Knowledge Base pretty well. From mapping out CRMs to organizing information and flows there is always an opportunity to simplify. The right self-serve experience will encourage users to never incur a cost with your support team. If they do get to one of your agents, it's important they have the right knowledge to rectify any problem. Content creation is key. From complex technical manuals to engaging blog posts there are a plethora of ways to assist your clients with getting the answers to their questions leading them to buy more from you. Video content is definitely a key approach to accommodating the downwards trend in reading popularity.