I’m a big fan of digital challengers to old technopolies — I’ve moved everything I can from big telco to MVNOs, big bank to neobank, cable TV to Netflix and its ilk, from big taxi to ride hailing. But there are plenty of challenges. One of them is this, highlighted by Chris Skinner on his … Read more
One thing that still drives me crazy, and doesn’t seem to have changed with banks, is they way they handle fraud detection with the customer. Their sophisticated algorithms detect fraudulent activity, they flag it, suspend the card, and give you a call, leaving a message identifying themselves as your bank and asking you to call … Read more
Cleaning house of the many services which drain my bank account monthly without me noticing, I observed what I have decided to call the Cancellation Ease and Sleaze Scale in action. At one end there’s Questia, the online research portal, where cancelling is relatively straightforward. Click on a link called “Account information” and there’s a clear … Read more
As the world develops, and technology gets better, will we forget the essence of relations between two people: how to serve? I live in Indonesia right now, which is probably the service capital of the world. Not necessarily in terms of expertise, and certainly not in terms of quality of goods (despite having some of … Read more