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

The danger of metrics: how the Bill James comments dehumanize baseball players

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Bill James, the inventor of the baseball analytical method sabermetrics, controversially tweeted that baseball players could easily be replaced with no effect on the game. This prompted a swift and outraged reaction from players. It also raises a larger point — should businesses focus primarily on metrics, or on people? James was in a Twitter … Continued

At Google, a Sundar Pichai apology for sexual harassment stands out

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The New York Times described several instances of sexual harassment by senior executives at Google. Now Google staff are protesting. Google’s CEO, Sundar Pichai, sent an internal email about the company’s policy, and it stands out for its directness. In the wake of so many harassment allegations in the #MeToo era, it’s clear that there’s … Continued