Meaningful Returns

Look. I have a cell phone. It’s an iPhone. I don’t own it. It sometimes owns me. I’m not proud of the situation from top to bottom. Perhaps you can relate.

But anyway, I think my wireless provider (who rhymes with Horizon) does own the phone, and they also own me, to the tune of about $160 per month.

Here’s the thing with Horizon. I feel like there are actually two completely separate entities in play: the people and policies in the physical store near my office, and the website and chatroom and phone support online. Can’t get something done in one? Just go to the other one. On multiple occasions I’ve had people in the store tell me something is impossible, only to have someone on the phone do that impossible thing. Or vice versa.

I think, ideally, that companies should prioritize figuring out a way to close the gap as much as possible between their in-person presence and their everywhere-else presence. There should at least be a family resemblance between the two.

I also think, ideally, that people like you and me should prioritize figuring out a way to close the gap between what we say we value and what actually spend our time and money valuing. There should at least be a family resemblance between the two.