Chatterbox takes new angle on file sharing
Rather than centering collaboration around documents, Salesforce.com’s new file syncing add-on to Chatter centers file sharing around signals
Customer Service: Getting the Basics Right
Total customer experience will drive customer service strategies for physical and online retailers.
United Airlines: Conditioning Your Customers to Expect Less
Paul Greenberg wrote a lengthy piece about his complex relationship with United Airlines and their potential for service downgrading as a result of the merger with Continental. But…I still fly United. I like to say that the reason I fly United is because I’m already so vested in the frequent flier program that I just [...]
United Airlines – Redemption or More of the Usual
As you probably know, by now, I’ve been a none too happy United Airlines flyer for many years, usually working to the point I get to a Premier Executive status and then I start flying other airlines. I’ve spent a lot of time using United Airlines a…
Ozymandias Crumbles
Eventually, even the most confident and seemingly unassailable empire can crumble into nothingness. If it can happen to Ozymandias and to American Airlines Flight 25, can it happen to SAP, Oracle, and Lawson?
The Southwest Airlines excerpts
I saw Jan Marshall, CIO of Southwest Airlines present this morning at the Tibco TUCON conference about sophisticated events-based functionality in baggage tracking and customer communications. On the flight back, I saw a column in the in-flight Spirit magazine by its CEO, Gary Kelly which was titled “Technology is our friend”. That is quite a [...]
California’s High Speed Pipe Dream Revisited
In September 2008 I wrote this: Don’t you love how the proponents are telling us how much the ticket will cost even though this thing is two decades away from being completed, should the voters be duped into passing this measure. Sure, let’s add another $50 billion in debt that has a payoff price tag [...]
