I think what we think of these collaboration tools, are not only going to be helpful for collaboration inside companies, but they’re going to be helpful for collaboration with customers and across companies and between companies, and I think one thing that a lot of global companies still have yet to figure out, is that you cant have a system that only works within your company, and be able to collaborate in the way that you’re probably going to need[...]

You can make a lot of decisions just based on local information, I think, but also if you think about the layers of management and hierarchy within most organizations, and what is the job of those managers to do. Well, in one sense it is to direct and coordinate the work, in other sense they are information, their job is to provide information, their job is to take information from the top level of the company and translate that in[...]

When changes are inevitable, you can let them happen organically or you can be proactive and think about, you know, and anticipate the kinds of things that you’re going to need. And every corporation has to upgrade and refresh their IT every… you know… three to five years anyway in one way or another. And in a lot organizations this IT cost has become so great that it’s like a national deficit, you know, the interest payment on it, the[...]

If you call, a customer service in most, in many companies, you know, it’s very clear that you’re, you’ve been put in the back stage. Not, you’re not in the front stage anymore. You are in the backstage voice mail system that’s really not designed to optimize your time as a customer. It’s actually designed with almost disdain for your time as a customer. It’s optimized for the efficiency of the cost, the cost efficiency of the company not for[...]

I believe that we need to do is start focusing on the customer service interface, whether it’s machines, or people or whatever Coinstar point it is that’s customers are dealing with. This could be the ATM machine for a bank, for a company like Amazon it’s pretty much all technology, it’s not people. For company like Nordstrom it’s very much about people. But to focus on that all those areas where the company comes in contact with customers, and just[...]