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Monthly Archives: December 2009

Five Keys to Creating an Information Advantage

The value of having superior information has been true throughout human history, and the fact that my friend Tom Davenport’s book on Competing on Analytics has enjoyed tremendous success is a signal that this topic is hot and becoming hotter!. I believe that in...

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Customer Service 2.0: Transparency, Tribes, and Talent

I confess that I have a warm spot in my heart for customer service operations. It is probably because I met my wife of 29.5 years Eileen Marie when she and I were on the customer service phones at the Polaroid Corporation. As an...

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