Independent Thinking Blog
Independent Thinking Blog
Verizon Wireless: Playing a Game
I was all set to write about the excellent tech support I've received from Verizon Wireless when the company went and did something colossally stupid. And it just begs to be called out. Someone from Verizon Wireless called me to ask about my experience with...
Customer Dis-service
Some companies set the low bar for customer service (e.g., airlines, cable t.v. providers). My former cable provider neither empowered its employees to troubleshoot nor allowed them to escalate a call. Only when I sent certified letters to the CEOs of both...
Starting a Business: Step 4
Selecting the right business model is key. Your choice of business model is likely to be determined by how you've defined your value proposition and your universe of prospects. In the communications field, for example, you might want to set up as an independent...
Steve Jobs’ Smart PR Strategy
Business Week's Heather Green has a very interesting Blogspotting post on the strategy behind the "leaked" Steve Jobs memo about the underwhelming customer reaction to Apple's new MobileMe application. She writes: By doing this through an internal email he gets...
BlackBerry Cool
My first BlackBerry should be in my hands tomorrow. I resisted when the RIM devices were largely in the hands of high-powered executives trying to prove their importance. But gradually the BlackBerry became less a status symbol and more a business tool. As the...