Nov 032012
 
Creating pain for our customers / consumers...

My son David and I walked into a Best Buy today to return a faulty Firewire cable, and I was so disoriented by my own pre-established traditions that I stopped in my tracks and tried to figure out if I was even in the right store. Maybe your Best Buy store is different from the ones I’ve visited, but I expected the customer service area on the right, the cell phones straight ahead, the video games off to the left and the flat screen TVs way in the back… and [read more…]

May 202012
 
The Design of Everyday Things

Last weekend I took my daughter and one of her friends to meet up with some other friends in her class to see The Avengers movie. On the way into the theater, I snapped the picture on the right. I’m not a great photographer, and I shot the picture with her iPhone (since I’d left mine at home… different story). It may not be obvious from the picture what is happening/has happened. Christie is pushing on the push plate of the glass door. She is actually leaning on it with [read more…]

Dec 192011
 
Cloud cover: Fads don't hide fundamentals

A few weeks ago, I received a call from a Microsoft partner who was promoting Microsoft 360 as the “cloud-based answer to all my Office needs.” [It is not really a quote, but that’s how I listened to his pitch.] Now, here I was thinking that Office was the answer to all my Office needs. Go figure. Many of you know that I consulted for 20 years, leading ultimately toward my current CIO role. Over that span of time, the course of my work required developing sales skills in addition [read more…]