For Good Customer Service Use All Channels, Speak with One Voice This weekend I experienced intermittent outages from my Comcast Internet Service (now Xfinity). In a moment of IP lucidity, I was able to connect to the Comcast website and login. I was promptly informed that the Internet, phones an television were all experiencing issues in my area. They knew of the problem and … [Read more...] about For Good Customer Service Use All Channels, Speak with One Voice
Marketing
The Meaning of the Facebook and Instagram Acquisition
One of my students recently asked me what I thought of Facebook's acquisition of Instagram. Frankly, after reading the headlines, I thought it was overpriced and made me worry about the impending technology investment bubble. Instagram is only worth $1 Billion in cash to a company that first, has the money to spend, and second, is trying to retain market leadership by buying … [Read more...] about The Meaning of the Facebook and Instagram Acquisition
Ten Serendipity Economy Lessons Learned from Playing Words with Friends
Ten Serendipity Economy Lessons Learned from Playing Words with Friends. The Serendipity Economy turns our industrial age bias toward linearity, productivity, and prediction on its head by suggesting that productivity doesn’t always lead to value and that increasingly, we can’t predict where value will emerge from our work or the magnitude of value that will come from that … [Read more...] about Ten Serendipity Economy Lessons Learned from Playing Words with Friends
More Collaboration Means Less Collaboration Software
I was reading a post this morning that asked the following question: More BI Packages Add Collaboration: Who Needs It? (http://www.informationweek.com/news/software/bi/231903450?cid=nl_IW_daily_2011-11-21_html) Good question. Organizations need to focus on deploying a set of collaboration tools that connect with other technology, not collaboration tools within other … [Read more...] about More Collaboration Means Less Collaboration Software
Netflix: Strategic Dysfunction or 21st-Century Strategic Transparency fueled by citizen regulators?
Photo by freestocks.org on Pexels.com Netflix: Strategic Dysfunction or 21st-Century Strategic Transparency fueled by citizen regulators? The tale has been told about Netflix and its surprise announcement of rate hikes (see Brian Stelter's summary, Netflix, in Reversal, Will Keep Its Services Together, from his Media Decode blog at The New York Times), its equally … [Read more...] about Netflix: Strategic Dysfunction or 21st-Century Strategic Transparency fueled by citizen regulators?