John Sviokla

Customer Service 2.0: Transparency, Tribes, and Talent

I confess that I have a warm spot in my heart for customer service operations. It is probably because I met my wife of 29.5 years Eileen Marie when she and I were on the customer service phones at the Polaroid Corporation. As an old phone jockey, it is apparent to me that the world of customer service is transforming.

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Brand Management and the 10:45 Per Day Generation

The Kaiser Foundation recently released a study documenting the astounding fact that 8-18 year olds in the United States have increased their media use from 8hrs 33 mins per day in 2004 to 10hrs 45 mins in 2009, which means that except for when they sleeping or in school they are almost always consuming media. I call them the 10:45 generation.

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Can the USA Regain Its Love of Speed?

We used to love being the nation of the leading edge: the fastest and tallest of everything: fastest computers, tallest buildings, fastest cars, and so on. Below is a picture from Wikipedia of the Stanley Steamer in 1903 setting the world wide speed record for the mile at the Daytona Beach Road Course. I have a particular fondness for the Stanley Steamer because my house, and the house next door, were built in 1896 by the twin Stanley brothers who invented the Stanley Steamer car and the founded the eponymous company.

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MyHealthspace: Forget dating, we're dying here!

by: John Sviokla

Many years ago, there were a few influential academic articles that predicted that the coming web of information technology would cause more activities to be performed in a market, not within the walls of the firm. 

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Is Context King?

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Waiting on Genius: Musing on why business design is so hard

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Turning Data Into Dollars: Wal-Mart Said What?

by: John Sviokla

The front page of yesterday's Wall Street Journal reported how Tesco in the UK is beating up on Wal-Mart's Asda chain by using Clubcard data to analyze their customers and create new offerings including providing beer discounts for new fathers who can no longer head to the pub, increase their beer purchases when they pick up the nappies for Junior.

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How Smart is Your Skin? Information as an Organizational Problem

by: John Sviokla

When I was a kid, I played with mercury I harvested from thermometers.  (I also made lead weight belts from scraps of lead I retrieved from gutter repairs we performed on my grandmother's three-decker flats in the factory town of Brockton, MA where I grew up.)

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Thinking About the Thinking Class: Outsource low leverage thinking work, offshore high leverage thinking work

by: John Sviokla

If something is digitizable, and can be well described and monitored, it will be traded.  Services are more and more tradable every day.

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Night of the Living Dead Productions: Culture remix in the age of interactivity

by: John Sviokla

When it comes to content, the internet collapses time. "Now”, “then”, and in some cases even the “future”, is a click away.

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