customer-experience
The Instrumentation Trap
Measuring a thing precisely and controlling it are different skills, and the gap between them is where most startups actually die. That gap has been widening for a decade, because instrumentation keeps improving and the willingness to be corrected by it does not come bundled with the software. You can chart a storm in perfect…
The Distance Between Looking Ready and Being Ready
In the mid-1970s, GEICO was a few months from running out of money. The stock had fallen from around sixty dollars to about two. The company had spent years writing more policies than it could afford to pay out, which is a pleasant way to grow right up until the bills arrive. A new chief…