Have you ever met anyone who really gets you? OK, now how about a brand?  One that understands you – knows what you need – relates to you?  If you have ever stayed at a Four Seasons property, you probably know that feeling....Read More

Compared to, say, a cameraman in a war zone, tech writers have it pretty good. The worst injury we can suffer is a stiff back from an especially long product keynote. The biggest job hazard is having our bad predictions thrown back at us, either...Read More

So, who among your customers is on your Christmas shopping list this year? Or – whoops! — should you be wishing them a happy Chanukah instead? Not sure? How about giving them something nice but religiously neutral? Looking to your...Read More

Product and service delivery has dramatically changed the way businesses operate. In every walk of life, commodities are immediately delivered over the air and to the end user’s device of choice. If we like a song on the radio, we’re...Read More

Over the past couple of decades, drive-through lanes have become the dominant sales stream for McDonald’s U.S. restaurants, which account for about two-thirds of McDonald’s domestic revenue. But what are the options in densely...Read More

I can remember when customer relationship management (CRM) was the shiniest new toy in the IT bag of tricks. I was working with Tom Siebel and some of the smartest executives in the industry and we felt like we were ahead of the curve....Read More

Be forewarned: you are entering the land of the “baseball analogy” to describe why blogging is exactly like the book “Moneyball” and movie of the same name.  So, here it is: Blogging is about getting on base, not...Read More

I travel a lot, so I have become something of an aficionado of airlines and airline services. As we all know, I’m something of an opinionated commentator on the subject of CRM solutions, too. What amazes me is what utter failures so many...Read More

  No one can argue with Google, ISIS, Visa and MasterCard – mobile wallets are coming fast and in various flavors. Issuing banks, credit card providers, wireless carriers, handset makers, Near Field Communications (NFC) chipset and...Read More

“THERE IS ONLY ONE BOSS. THE CUSTOMER. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”  – Sam Walton (Walmart) Clearly, no business can exist without...Read More