Blog

Party like it’s 1999?

No – not yet. I’d say it’s more like 1996. In the development of the next bubble, we are at the Yahoo or Netscape going public moment, which was in 1996. But, yes, another bubble is in the early stages of brewing. And it’s around data and machine learning – with some social and mobile… Read more »

The Worst Customer Experience in the World?

40,000 Americans are killed every year by a legal product made and sold in America. This qualifies as the single worst customer experience. I’m not talking customer frustrations because the wifi is spotty, the airplane is late, or the cell phone service is bad and expensive at the same time. I’m not talking about the… Read more »

Are you a good customer?

By Phil Terry and Ken Surdan Travis Kalanick, CEO of Uber, yesterday mistreated one of his drivers and thereby showed us how to be a bad customer (and a really bad CEO). Yelling at a driver while in the backseat of an Uber provides a good example of what not to do (here’s the video… Read more »

Why most products suck

Why oh why? I’ve thought a lot about this question since I began advising and consulting in the early 1990s with companies like Kurzweil Applied Intelligence. I kept asking this question through the dotcom boom, the bust, and the first two decades of this century along the way working with Apple, Facebook, Microsoft, Google, and… Read more »

In Search of…Kai Ryssdal and the Amazon Echo?

Last Thursday, I finally found NPR Marketplace host Kai Ryssdal after a long year of looking. Where was he? Why did I spend a year trying to find him? I’ve been on an odyssey for the last year to find Kai Ryssdal via the Amazon Echo – the product with a conversational interface (also sometimes… Read more »