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Weekly Reader – Dec. 29, 2007 – TV, coffee, patents and Branson
This week’s interesting reads: Futurist: Digital TV’s Mixed Signals (CQ) – Congressional Quarterly takes a look at the impact of government action/inaction on the development and adoption of...
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From chits to bits
I was meeting some colleagues and partners last night for the Pistons playoff game. As we sat down for drinks, we realized that we’d left the tickets at our hotel – more than an hour away from the...
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Your customers are Twits
Last year, I blogged about how local businesses could use Twitter to reach their customers. In that hypothetical example, a street vendor would let regulars know whether he was working or not. A number...
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For English, press 1. For a human, try Fonolo.
After telemarketers, the most excruciating phone experience is dealing with interactive voice response systems. That’s what the industry calls those things that I call phone mazes and most people just...
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Tech lessons from a trip to Borders
On my way home from work today I decided to stop by Borders to pick up a guidebook for my birthday trip to Mexico City. Step 1: Figure out if the Borders near my house is open. I called 1-800-555-TELL...
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A wow experience from United Airlines. Wow.
It’s rare these days that a company impresses with customer service. It’s even rarer when that company is an airline, especially an American airline. That’s the experience I had last week when I was...
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The benefits of starting from scratch
Today marks the second anniversary of the launch of Virgin America, an upstart carrier that has inspired many loyal followers. Virgin America is a clear example of the benefits of starting from...
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United’s mobile check in not ready for takeoff
On my last trip, I had the opportunity to try United’s mobile check-in and mobile boarding passes. The promise is paper-free check in. It sounds really great, but it’s not quite there. Partly it’s due...
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How customer service should be done
Last week I was skiing in Deer Valley when Groupon’s terrible earnings came out. While I was skiing, I got an email from CNBC asking if I could come on air to talk about them. We tried to get me into...
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A few thoughts on customer service
As a product guy, I’m always looking to improve products and experiences. Much of my thinking is driven based on more than a decade of creating online products and focusing on the integrated product...
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