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Miscellaneous means more knowledge for those who want to dive in
If you love the messiness that is the sprawl of information on the World Wide Web, then read “Everything Is Miscellaneous,” by David Weinberger. If you hate that messiness, you should read the book,...
View ArticleHow to read a web newspaper
OK, so I know that everything on the web is miscellaneous. But I’ve been wondering why I interact with two highly similar web sites so differently. I subscribe to both the New York Times and Wall...
View ArticleEnterprise use of web2.0 collides with restrictive access policies
I’ve been talking to a prospective client in the banking industry about a project to have tellers blog about interesting customer encounters they have, as a way to share knowledge on the behaviors of...
View ArticleTime to start listening to front-line employees
I have a colleague who runs a small outsourced contact center in the Pacific Northwest. I told him of my project to find and use stories from call centers to get more useful customer input. He said,...
View ArticleA competitive advantage: employees who "spend most of their day talking to...
I recall a number of years ago dialing 411 (Information) and asking the operator for a phone number for a store a few miles away in Boston. In a thick Dorchester accent, she corrected the name of the...
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Customer complaints as a source of business insight
We’re taking a brief detour from the corporate change series to discuss customer complaints (every businessperson’s favorite subject) though in truth it is very much in sync with the “letting the...
View ArticleWhy company story-listening is democratic
I’m beginning to spend a lot of time listening to stories within companies, and between companies and their customers. Listening to and understanding these stories can help companies adapt to changing...
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