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self-service

My friends over on the Diamond Analytics blog posted an update to an old post today where they talked about some recent instances where the ATM is being used as a sales channel. Ron Shevlin had a good comment on the original post about the appropriateness of the channel given queues, screens etc. so I [...]

[amazonify]0470043555:right[/amazonify][amazonify]0470043555::text::::Chocolates on the Pillow Aren’t Enough: Reinventing The Customer Experience[/amazonify] I have just finished Jonathan Tisch’s book Chocolates on the Pillow Aren’t Enough: Reinventing The Customer Experience.The author is Loews Hotels chairman and CEO and is clearly very knowledgeable about the customer experience and how to improve it. The book has two main sections – [...]

Book Review – The Long Tail

[amazonify]1401302378:right[/amazonify][amazonify]1401302378::text::::The Long Tail: Why the Future of Business is Selling Less of More[/amazonify] Chris Anderson does a nice job of introducing some key concepts that are redefining business in the Internet era. As he says “The era of one-size-fits-all is ending, and in its place is something new, a market of multitudes”. In this world [...]