Why the Airlines are doomed unless they adopt Value Added Service

For my final 2008 post, I wanted to do something fun.  And what is more fun than predicting the demise of an industry I don’t know that much about (except as a customer)?
I was reading Wendy Perrin’s 2009 predictions in Conde Nast Traveler over the weekend, and the outlook isn’t good for airline passengers who [...]

The End of Free Consumer Support? Finally.

I am on vacation this week, but couldn’t resist a final pre-Christmas post to rile things up for the holidays. I just read a Washing Post article “The Bangalore Backlash: Call Centers Return to U.S.” which hits on enough controversies to keep me blogging for a month.  Let’s start with this one: Dell’s new “Your [...]

Bay Area VC Funding Ignores Service and Support Innovation

When the Q3 2008 list of Bay Area/Silicon Valley venture capital (VC) funding was published recently, I read each entry line by line. I’ve done several reference calls with VCs over the last few months, and I was hoping to see that cool new technology for service and support was well represented on the [...]