Tesla CEO Elon Musk tells the truth (mostly) about layoffs

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In a layoff, a company gets rid of people to boost profits. Everyone knows it; no one ever actually says it. Except Elon Musk. Rather than using corporate layoff doublespeak like downsize, rightsize, and RIF (reduction in force), why not tell the truth? Take a look at what Musk said and how he said it. Tesla’s stock price took a … Continued

Is a Tesla on Autopilot safer? Maybe, but Elon Musk’s stats are crooked

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Elon Musk says Tesla is twice as safe with Autopilot on, but his stats don’t add up. Here’s Musk’s tweet. Here’s the quote from Tesla’s report, as published in Teslarati: “In the 4th quarter, we registered one accident for every 2.91 million miles driven in which drivers had Autopilot engaged. For those driving without Autopilot, … Continued

Airline pilots who hate the shutdown must be more direct

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The head of the Air Line Pilots Association sent a letter to President Trump warning of the government shutdown’s impact on safety. It’s sobering, especially when you strip out the passive, military-jargon-laden language and clarify what they’re really saying. The ALPA is a union that represents 61,000 pilots including those flying for Delta and American. … Continued

At Tesla, the customer experience falls far short of the car

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I bought a Tesla. The experience of buying it was terrible. Analyzing the reasons for this is a great exercise in thinking through customer experience. This is not my first electric car. I’m a believer. Six years ago, I bought a Nissan Leaf. My family has been very happy with it. The maintenance costs are … Continued

Yahoo for Verizon: A soporific press release fails to inspire anyone

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Verizon bought Yahoo to combine with AOL and build an online media empire from cast-off spare parts. But its new management can’t seem to write a press release that’s credible, let alone run a media company anyone would visit on purpose. Here’s the logo for the new brand: Because apparently Verizon Media Group, formerly known … Continued

Venezuela’s 1 million percent inflation and other realities of exponential growth

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Venezuela’s financial implosion is devastating. People are starving. The government is printing money to cover budget gaps. And the IMF estimates that inflation will top 1 million percent. But what would it take to get 1 million percent inflation? Before reading on, take this poll. (If you know the formulas for compounding, please don’t use … Continued

Buzzword bingo (and you can play)

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I’m starting a new project for 2019 and, with just a tiny bit of awareness on your part, you can fuel my efforts. Here’s a list of buzzwords you’ll see in technology and marketing press releases and announcements. Robust Seamless Omnichannel Analytics Cloud-based Comprehensive Secure Encrypted Engagement Scalable Saas Disruption/disruptive Your contribution? First, tell me … Continued

Clear communication and customer experience: The wisdom of Ingrid Lindberg

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Ingrid Lindberg, the world’s first customer experience officer, is a groundbreaking figure in the discipline of customer experience (CX). She comes to the analysis of corporate writing from a CX perspective. I love her principles, which I’ll give a sample of here. I first came upon Lindberg in researching my most recent book. This passage … Continued