Archive - The Customer Continuum by Kevin Lau

Issue #37: You can't hire your way out of doing more with less

I used to run customer marketing as seven pillars with a team. Here's the org chart when one person runs them as a system.

Sep 3 • Kevin Lau

August 2026

Issue #36: Your biggest customer problems don’t show up all at once

One read of your customer signal tells you how this week feels. A weekly pulse catches what’s building before it costs you the account.

Aug 27 • Kevin Lau

Issue #35: Your customers are telling you everything, just not in the survey

A community manager caught an account leaving a quarter before our survey would have, so I built an agent that reads the signal surveys miss.

Aug 20 • Kevin Lau

Issue #34: The Decoder Ring: How to Get Credit for the Work Nobody Saw You Do

Leadership called an executive forum in Italy a waste. It saved a $500K account. I built a decoder ring for the attribution problem that hid the real…

Aug 13 • Kevin Lau

Issue #33: The champion program that refused to fade

Build With Me, Issue 33: the charter, the tiers, and the renewal that decides whether any of it lasts.

Aug 6 • Kevin Lau

July 2026

Issue #32: I built the blueprint for advocacy at scale across Adobe. Here's what it looked like from a cold start.

The nomination and outreach engine, and the one part of it you still can't hand to an agent.

Jul 30 • Kevin Lau

Issue #31: I left four years ago, but the program I built is still running.

The highest-return program in customer marketing, and the agent that lets a team of one build it.

Jul 23 • Kevin Lau

Issue #30: The 90-second check that decides whether your AI's work ships

The full validator, the exact inputs, and what a pass and a revise actually look like. Copy it, run it today.

Jul 16 • Kevin Lau

Issue #29: My AI passed its own work. So I built one to check it.

My review agent gave a clean bill of health. Here's why I didn't take its word for it.

Jul 9 • Kevin Lau

Issue 28: I almost put a customer’s secret in a sales deck. The AI caught it first.

Third live build from the blueprint. The first Voice of Customer agent.

Jul 2 • Kevin Lau

June 2026

Issue 27: I had AI check my work. It caught me five times

Second live test from the blueprint. Here's what I almost missed.

Jun 25 • Kevin Lau

Issue #26: Build With Me Week 4

Building the Story Prep Agent

Jun 18 • Kevin Lau

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