I Want To Talk To A Human: Not Really
Many people will undoubtedly be very sympathetic with today’s New York Times article, “Customer Service: The Hunt for a Human“. Some will conclude that the increasing difficulty (or impossibility) of talking to a human being, much less one with any authority, is one of the major downsides of the Internet. I don’t feel that way. […]
On Demand Update
Thanks to Wendy Warnecke at IBM for pointing out that my story about On Demand was getting old. I updated the story.
On Demand Revisited
December 24, 2004 Note (this is an edited version of original story written May 23, 2003) In the height of the "dot com" frenzy a class of companies emerged called Application Service Providers (ASP). The ASPs claimed to solve all known business problems by providing applications over the Internet. Solutions covered a wide range of […]
The Bubble: Reconsidering the Boom and the Bust
Rob Norton asked me to write the essay below. Many thanks to Rob for his editing assistance. The essay was published by Booz Allen Hamilton in their magazine, Strategy+Business, Issue 37, Winter 2004. Best Business Books 2004 The Bubble – Reconsidering the Boom and the Bust by John R. Patrick As Internet companies began to […]
Weekends On Demand — Reader feedback
Yesterday I described my experience with the process of moving frequent flier miles from American Express to Continental Airlines. Paul Shanek, who is vp of sales & marketing at Leapstone Systems, Inc. in Somerset, New Jersey wrote to say he had seen the same message — saying it would take five days to transfer the […]
