Systems too brittle to work
Too many of our systems have been optimized for cost efficiency to the point where they’re so brittle, they start failing a lot. The other day I had…
Tag: customer service
ATT & Cargo Cults
Image by One Laptop Per Child (CC by) As BoingBoing reports, a leaked memo indicates that AT&T will introduce a creepy and stupid policy: If a user…
Alaska Airlines rethinks check-in, saves millions (and a lot of time)
Alaska Airlines saves millions by rethinking check-in flow: A great example of how companies can greatly improve their services & structure by simply rethinking the way they run…