September 8, 2008

I Can’t Tell If I Like This Or Not

I Can’t Tell If I Like This Or Not I am blogging at 35,000 feet, using American Airlines’ new GoGo in-flight Wi-Fi service. I am definitely having mixed feelings about it. On one hand, it’s nice to download the 47 emails I just wrote before two-hours after landing (sorry, team!). It’s also nice to be able to clean out my Inbox so it’s not overflowing when I get to our California office. On the other hand, it has the potential to destroy one of the last few places in my life that’s completely free of connectivity. That kind of makes me sad. I think I’m going to turn it off once I do a single pass at the Inbox. I guess I can turn it back on for the same $12.95 fee if I need it again. This service is a great convenience but a bit of a luxury. At least the guy next to me isn’t using Skype!


April 12, 2008

Poor Systems Integration Just Makes It Worse

Poor Systems Integration Just Makes It Worse I attended¬† a day of classes at Harvard Business School in 1992 as a college senior.¬† I distinctly remember a case study on how poor systems integration was impacting companies’ ability to get a whole view of their customers and thus provide high service levels.¬† In fact, the case study I remember was about American Airlines and how one system showed that a customer’s flights had been delayed or canceled, while another system showed a customer’s travel patterns and was able to tell when the customer had defected to another airline, and a […]