Monthly Archives: October 2013

Another absolutely great article, from McorpConsulting,  on the value of great customer experience, and the huge cost of delivering poor customer dito.  Key takeaways: 90% of consument customers are ready to leave a supplier after a single poor customer experience 67% … Continue reading →

Absolutely great insights on customer service and customer value from Michael Hinshaw.  Bottom line: trust and respect takes a long time to build, but only one broken promise to loose. 

The graph above illustrates my email communications over the past couple of years, some 10000 messages in total. The thickness of the edges indicate the amount of communication between me (who’s sitting as the “shiny bright” node at the right … Continue reading →

For quite some time, I’ve been puzzled about how much energy, focus and attention our software business today places on what I’d call the “administration” of software development, and how little focus, relatively,  there’s on the actual craft of software … Continue reading →

The above image illustrates my LinkedIn-network, where I’ve mapped employees or members to their organizations (companies, corporations, NGO’s, clubs etc), that is, each edge illustrates a “belongs-to” or “works-for” relationship. Fairly easy to see that there are two totally dominant … Continue reading →

Personally, I prefer service by a human person (with personality!) asop to being served by a robot or a human automaton… For me, the social interaction in the transaction of buying a cup of coffee is as important as the … Continue reading →

A bit further experimentation with Gephi, the open source network visualization platform. Again, the image above depicts one of my social networks (same as in this previous post), but this time, I’ve partitioned the graph wrt. the language settings (“locale”) … Continue reading →

It’s just amazing, the power & potential of social networks…! “You must be kidding…?!”, you say…?  Fair point! I’ve been using several of the common social media’s for quite some time, but for most of the time, I’ve seen them … Continue reading →