Blog Yes & Know

Consumers to Corporations: Where's My Experience?

With a print job deadline looming, I Googled on Kinko's, figuring I'd get their number and call before I went over. Clicking again for more information, I was faced with the FedEx landing page. Suddenly, my services and solution were reduced to 8-point type--the most subsidiary of subsidiaries--and the services I wanted were nowhere to be found.

Consumers to Corporations: Where’s My Experience?

With a print job deadline looming, I Googled on Kinko's, figuring I'd get their number and call before I went over. Clicking again for more information, I was faced with the FedEx landing page. Suddenly, my services and solution were reduced to 8-point type--the most subsidiary of subsidiaries--and the services I wanted were nowhere to be found.

The New Leadership: Social Change and Connectedness

We are in a time of great change. I suppose that's obvious. Post 9/11, there's been much commentary about these uncertain times. Whatever side of the political aisle you are on, you can likely agree that environmental concerns, "terrorism," war, and other big issues cause us to live in uncertain times. Institutions, much beloved for decades, are seen with some distrust. Journalism, once depicted by Thomas Carlyle as the "fourth estate" so important to democracy, is now one of the most disliked institutions, with a trust level below that of used car sales persons.

Telephony meets the Internet: What it means to you

The Emerging Telephony (eTel) conference brings together the open source and web telephony community. It doesn't get much attention in the mainstream tech press, but it's an interesting place for scouting out telephony trends that might affect the tech industry as a whole. We went to this year's conference. Three themes stood out that deserve your attention:

Value Chains Come and Go

The PC era came into an end when open took over. Dell, IBM, Microsoft all had market power. And then Open Source + white boxes came along. Now decentralization is …

We think we know… but we don't

Product Managers and Marketing people often think we know our customers and what they want from us. But let me challenge that thinking. If we knew more about our customers …

We think we know… but we don’t

Product Managers and Marketing people often think we know our customers and what they want from us. But let me challenge that thinking. If we knew more about our customers …

Porter Model is Dead

I’m at the O’Reilly conference of Emerging Technology and it’s giving me just the right setting (and time away from the day job of leading Rubicon) to capture an idea …

What did you think I meant?

A couple blog entries ago, I suggested that while most companies think of the "home page" as their entry to their web experience, most people googled their way into a …