The Fall of Man

It’s gotten so bad that I wasn’t even surprised to hear that Matt Lauer was fired from the Today Show this morning for sexual misconduct. I guess it would be news if a male in a position of power or influence had not engaged in sexual misconduct. When I was coming up,...

Feedback Fatigue

Feedback Fatigue I blame the millennials. I can’t have a commercial interaction with a human, be it by direct contact, telephone, web chat, text or probably bot, that doesn’t end in the request to complete a satisfaction survey. I bought tea yesterday and was given...

Great Expectations

Great Expectations There’s been an ad running on TV for a painting contractor (yes, I still watch some broadcast TV). This pretty young mom is extolling the virtues of the contractor, enthusing that they asked “How can we make painting an extraordinary experience for...

Google and Me

Google and Me A while back I learned that Google and I arrived in Mountain View at the same time. I think it’s fair to say Google had a bigger impact on the city than I have. Mountain View was no stranger to large employers. It was the birthplace of the semiconductor...

Still Waiting for My Flying Car

Still Waiting for My Flying Car Living in the heart of the Silicon Valley I am constantly reminded how technology is changing our lives. Google’s self-driving cars cruising up Shoreline Blvd., the addictive power of sleek new smart phones, and even the Tesla next door...