Why is Good Customer Service So Difficult?
This could easily be a rant based on some recent customer service experiences but I’m going to avoid that and instead look at what companies are facing today in trying to meet customer expectations. I read recently that Comcast has finally appointed a VP to try and address their extremely poor customer service (I’d say […]
Making Better Business Decisions Part 1
Most companies have a number of enterprise systems, whether that’s financial, human resources, payroll, warehouse management, customer service or any number of other transaction based software products. The point of those systems is to provide a way to automate and create repeatable process around the business workflows and execute transactions. For Industrial Age businesses creating […]
From Dreamliner to Nightmare
Complex systems fail in complex ways not anticipated by engineers. You can over-engineer the systems, test every imaginable scenario, build redundant system coverage, test again. and you can still fail. Boeing’s nightmare is just beginning, their latest generation airplane, the 787 Dreamliner, has been grounded because of fire danger in the lithium ion batteries […]
Enterprise Social Networks, Building the Collaborative Enterprise
Tools that support social business initiatives fit into several different software categories / markets. Social business is a very broad term that includes all the enterprise social activities, internal and external. I find that often people understand a single perspective…
