Yup. it's economics which links all these together!
Interesting read at Marginal Revolution.
Saturday, February 24, 2007
Customer Service is a Mindset
A commentary over at Fastcompany.com caught my eye. I'm well aware that it's expensive to train a competent, courteous customer service officer when the cheaper alternative is to have customers visit your webste and read your FAQ, or find the answer using an automated telephone answering system - "If you are asking about ABC, press 1. If you are asking about CDE, press 2... "
That works fine for something straightforward like ordering movie tickets online. However, when you have a problem you're trying to resolve, then it's far more likely that your query will be complex and would require human assistance. Even if it's not, the mere fact that you're experiencing difficulties should mean that you would like to hear a sympathetic voice at the other side of the line.
That's why I like the ING Direct advertising that is mentioned in the article:
That works fine for something straightforward like ordering movie tickets online. However, when you have a problem you're trying to resolve, then it's far more likely that your query will be complex and would require human assistance. Even if it's not, the mere fact that you're experiencing difficulties should mean that you would like to hear a sympathetic voice at the other side of the line.
That's why I like the ING Direct advertising that is mentioned in the article:
“To Speak to a Person, press 1 then 800 ING Direct.”It's also why I try to be nice when a member of public randomly calls me at my desk. There's definitely a reason why the person gave up on the call centre, and I'm just trying to make that person's life infinitesmally better...
Friday, February 23, 2007
Where's the next Mobile MMORPG!
Communities Dominate Brands posted this article, highlighting a report that 70% of subscribers play paid mobile videogames at least weekly, and 38% daily!
I had been talking about the previous article about how musicphones were outselling iPods, and Zeal asked me, so what's the next thing after cameras and music that was going to get integrated into cellphones. So I was stream-of-consciousness thinking, what would we want next on phones? And one thought was, MMORPGing - not in the hack and slash way, maybe more in a Sims or Second Life way. Allowing people to, in their moments of boredom on the train or wherever, send their virtual avatar on a useful errand. Allowing people to live their virtual life away from the shackles of their desktop or that light-but-pricey laptop which could be dropped, stolen, or forgotten.
And of course, since it would be difficult to hack and slash on a handphone where your attention span is only ten minutes on the commute or while waiting for a friend, gamers would need activities which fit that shorter span. So not raiding in the World Of Warcraft manner, but then, what then?
I had been talking about the previous article about how musicphones were outselling iPods, and Zeal asked me, so what's the next thing after cameras and music that was going to get integrated into cellphones. So I was stream-of-consciousness thinking, what would we want next on phones? And one thought was, MMORPGing - not in the hack and slash way, maybe more in a Sims or Second Life way. Allowing people to, in their moments of boredom on the train or wherever, send their virtual avatar on a useful errand. Allowing people to live their virtual life away from the shackles of their desktop or that light-but-pricey laptop which could be dropped, stolen, or forgotten.
And of course, since it would be difficult to hack and slash on a handphone where your attention span is only ten minutes on the commute or while waiting for a friend, gamers would need activities which fit that shorter span. So not raiding in the World Of Warcraft manner, but then, what then?
Trenchant
Just saw the word "trenchant" on Greg Mankiw's blog, and realised I didn't know precisely what it meant. But it's a good word! Read about what it means here.
Monday, February 19, 2007
Marvel horror flick
I still haven't watched Protege! But apparently the show is doing well at the box office. Lol. Instead, I watched Ghost Rider on New Year's Eve. Nicholas Cage show, but not all that enjoyable - even he couldn't save the show. I wasn't expecting a lot, so you can't call it a letdown, but the cutting was quite bad, more reminiscent of a horror flick than a superhero movie. And the plot had so much to say and so few bad guys that the bad guys had no chance to show off their powers at all. I mean, these "nephilim" were angels! Shouldn't they be slightly more powerful?
Friday, February 16, 2007
Resolving inequality using global competition
Again, a disclaimer : this is just some personal thought, nothing to do with work!
This commentary by Dean Baker (written two months back) suggests that growing inequality is because workers at the top of the economy are getting more of the share of wealth creation. He goes on to argue for
I'm guessing that that means that if the lower-skilled workers' wages are being depressed by global competition, then exposing the highly-skilled to the same level of global competition should reduce inequality. So, if the doctor can opt to buy TVs which are manufactured in factories where wages have been diminished by global competition, then the factory workers should have the choice of getting medical care in clinics where the cost of consultation and medicine has also been similarly diminished by global competition, from e-consultation and internet pharmacies.
Seems a bit extreme, but I can see the logic...
This commentary by Dean Baker (written two months back) suggests that growing inequality is because workers at the top of the economy are getting more of the share of wealth creation. He goes on to argue for
trade policies that would make it as easy for hospitals and law firms to hire doctors and lawyers from India and China as it is for Wal-Mart to buy cheap shoes from the developing world.
I'm guessing that that means that if the lower-skilled workers' wages are being depressed by global competition, then exposing the highly-skilled to the same level of global competition should reduce inequality. So, if the doctor can opt to buy TVs which are manufactured in factories where wages have been diminished by global competition, then the factory workers should have the choice of getting medical care in clinics where the cost of consultation and medicine has also been similarly diminished by global competition, from e-consultation and internet pharmacies.
Seems a bit extreme, but I can see the logic...
Bicycle Helmets put you at risk?!
Yup! A researcher did a study by riding with and without helmets and found that drivers passed closer to him when he was riding with a helmet - plus he was hit twice! He believes that
Hmm. Natural flow of thought - does putting on a P plate on your car make you less prone to accidents? (Because people tend to be wary of your driving?)
Motorists regard a helmet as a signal that the cyclist is experienced and thus can be approached with less caution.
Hmm. Natural flow of thought - does putting on a P plate on your car make you less prone to accidents? (Because people tend to be wary of your driving?)
Thursday, February 15, 2007
Uramaki at Waraku
If you happen to have the discount coupons for Waraku, one of the deals involves 8 of these for just $5.80... it's really good!
Wednesday, February 14, 2007
Valentine's at Wala Wala
We didn't have a plan to celebrate Valentine's - it's expensive and Key's got class till 9. But it all turned out well. First, we agreed gifts were not necessary but went out and got them anyway. Then, stopping by at Holland V for dinner, we had a good chat while walking around looking for a decent restaurant that didn't have a long queue - a chat which I felt was very open and honest, almost essential for our common understanding of life ahead...
And then we stopped by at Wala Wala. It's not a romantic place, but the music is fantastic and the atmosphere was perfect for us to cozy up after such a chat. Plus the beer and the calamari, hawaiian and carbonara was pretty darn good!
And then we stopped by at Wala Wala. It's not a romantic place, but the music is fantastic and the atmosphere was perfect for us to cozy up after such a chat. Plus the beer and the calamari, hawaiian and carbonara was pretty darn good!
Tuesday, February 13, 2007
Protege signing show
Protege is a Mediacorp Raintree production, about the drug industry. Local company but a HK cast! And Daniel Wu and Leo Ku came down for a promotional signing. Key's a big fan, so I was requested to join her in queuing for the signing.
Huge huge crowd, but very messy crowd control. I wasn't there for the early part, but it seems that there were two separate queues for buying shirts and getting the autographs. However, the queue for autographs collapsed when the event got started. Three main factors, I think:
(1), a very unconventional queuing system where the queue started at the back of the pavillion and then wound inwards. Which means some of the people later in the queue were actually much closer to the queue entrance than their predecessors and had both incentive and low barriers to cutting queue.
(2) speaking of barriers, no barriers to form the queue, so it's an honour system and you knowhow singaporeans are with that.
(3) The stars were only going to be there for an hour before having to attendthe gala premiere at Vivo.. So there's very large incentive to cut queue because it seemed some people wouldn't get the autograph.
That, plus the radio host (who shall not be named) obviously didn't know the queueing system and confused the crowd with his initial instructions.
In the end, Key got her autograph and then went for the gala show with her cousin (left me behind, boohoo...) She was soooooo happy with her seat, where she got an upclose and personal view of Daniel Wu.
Me? Managed to qsqueeze in for a pre-CNY haircut at Chapter Two.. Lol
Huge huge crowd, but very messy crowd control. I wasn't there for the early part, but it seems that there were two separate queues for buying shirts and getting the autographs. However, the queue for autographs collapsed when the event got started. Three main factors, I think:
(1), a very unconventional queuing system where the queue started at the back of the pavillion and then wound inwards. Which means some of the people later in the queue were actually much closer to the queue entrance than their predecessors and had both incentive and low barriers to cutting queue.
(2) speaking of barriers, no barriers to form the queue, so it's an honour system and you knowhow singaporeans are with that.
(3) The stars were only going to be there for an hour before having to attendthe gala premiere at Vivo.. So there's very large incentive to cut queue because it seemed some people wouldn't get the autograph.
That, plus the radio host (who shall not be named) obviously didn't know the queueing system and confused the crowd with his initial instructions.
In the end, Key got her autograph and then went for the gala show with her cousin (left me behind, boohoo...) She was soooooo happy with her seat, where she got an upclose and personal view of Daniel Wu.
Me? Managed to qsqueeze in for a pre-CNY haircut at Chapter Two.. Lol
What would you choose?
Take a look at Newcomb's Paradox, and tell me what you would choose through the comments here, please!
Monday, February 12, 2007
More Organ Donation
Related to my previous post on organ donation, Wired has popped up more information on organ donation in India.
Main conclusion from reading the article:
1) Stiff enforcement against organ brokers seems to be key, whether or not organ sales are legalized, since the incentives for organ sellers, organ buyers, and possibly even doctors seem to generally be in favour of facilitating the use of sold organs.
There's also a statement on competition with the international market which I don't understand, I'm looking for a good economist to explain it to me!
Main conclusion from reading the article:
1) Stiff enforcement against organ brokers seems to be key, whether or not organ sales are legalized, since the incentives for organ sellers, organ buyers, and possibly even doctors seem to generally be in favour of facilitating the use of sold organs.
There's also a statement on competition with the international market which I don't understand, I'm looking for a good economist to explain it to me!
"Free health care sounds good on paper, but the problem is that when a country goes legal then it enters into competition with the international market in organ transplant tourism," says Scheper-Hughes. "When the state offers incentives along with a lesser pay scale, but a broker from another country offers slightly more cash without the medical benefits, most people opt for the cash and you run into the same problems you had before legalization."
Lowering of income limit for credit
The income minimum for unsecured credit has been lowered to $20,000 per year. Maximum credit is still capped at twice the monthly salary..
On the one hand, I think that salary doesn't dictate whether a person knows how to handle their own finances. However, easier credit does make it easier for people to mess themselves up, even while it enables some of those people to change their lives for the better.
For instance, one friend I have used several credit card facilities to get enough cash to start his own business - a venture which was successful, thanks to his hard work and acumen. People should control their own destiny - it's not really anyone's role to protect people from their own folly. I mean, consider this news story from Wired, "Law Would Ban IPods When Crossing Street". So you're not allowed to listen to your iPod, talk on the phone, play PSP or check your BlackBerry while crossing the street - all in the name of protecting your life from yourself.
But there's a side of me that tells me that people may not be aware that how fast or how much they actually are spending, including whether they are spending above their capacity. Especially in the case of buying things they can't afford! I can buy something worth $6k on a credit card, but would I be able to put that much away while making all my other obligations? Especially if I need to make house payments, for instance. 7 years back I had to work my way out of a credit hole on a student credit card, and it was a heck of a miserable experience - and then the only person suffering was me!
But despite my misgivings, the perils of credit cards are a lesson probably best learnt by experience - after all, not everyone is as financially dumb as I was!
On the one hand, I think that salary doesn't dictate whether a person knows how to handle their own finances. However, easier credit does make it easier for people to mess themselves up, even while it enables some of those people to change their lives for the better.
For instance, one friend I have used several credit card facilities to get enough cash to start his own business - a venture which was successful, thanks to his hard work and acumen. People should control their own destiny - it's not really anyone's role to protect people from their own folly. I mean, consider this news story from Wired, "Law Would Ban IPods When Crossing Street". So you're not allowed to listen to your iPod, talk on the phone, play PSP or check your BlackBerry while crossing the street - all in the name of protecting your life from yourself.
But there's a side of me that tells me that people may not be aware that how fast or how much they actually are spending, including whether they are spending above their capacity. Especially in the case of buying things they can't afford! I can buy something worth $6k on a credit card, but would I be able to put that much away while making all my other obligations? Especially if I need to make house payments, for instance. 7 years back I had to work my way out of a credit hole on a student credit card, and it was a heck of a miserable experience - and then the only person suffering was me!
But despite my misgivings, the perils of credit cards are a lesson probably best learnt by experience - after all, not everyone is as financially dumb as I was!
Sunday, February 11, 2007
Kim Gary
Ate with darling Key and friends at Hong Kong Kim Gary at VivoCity, on Qianhui's recommendation... Custom utensils! The queue at this place is hugely long but I guess turnover must be quite quick since the queue actually moves quite fast.
Most important, here is my darling Key, with her own dish - fish wrapped in egg!
As with any of the Hong Kong eateries which are opening up now, the thick-bread butter toast is one of the signature dishes. It's just dripping! (You can also see the peanut butter version behind, which I didn't quite like so much)
A simple dish for me - pork slices and egg. It's not gourmet, but it smells pretty good and tastes fine! Plus the egg is sweet!
Yuan yang - tea + coffee mix. Always see it on the HK television shows but is it really that good? It tastes different from either tea or coffee, not too bad, but I haven't become an instant convert.
Most importantly, here is Key with her own dish, fish wrapped in egg!
Final verdict: food's not fantastic, but it's not too bad either. Price was about $12 per head for one main, toast and drinks each...
Saturday, February 10, 2007
The Pickle King
Yesterday night I watched The Pickle King, a marvellous play by the Indian Ink Theatre Company from New Zealand, now playing at the Singapore Repertory Theatre / DBS Arts Centre.
The play is set in a (decaying?) hotel in New Zealand, with three main characters - a hotel receptionist whose loved ones all die, a porter who's studying for the qualification exams to be a heart surgeon, and an ominous, portly, guest at the hotel, G. Reaper. It's both hilariously funny and heartwarming. Some quaint little touches too, such as the use of masks with such cute expressions for the numerous supporting characters and anonymous guests who are also played by the three lead actors.
The show runs till Feb 16, and is quite affordable at $50, so catch it while you can! As for me, the quality of the writing and performance makes me feel like catching the previous two plays by the group, it's that good!
The play is set in a (decaying?) hotel in New Zealand, with three main characters - a hotel receptionist whose loved ones all die, a porter who's studying for the qualification exams to be a heart surgeon, and an ominous, portly, guest at the hotel, G. Reaper. It's both hilariously funny and heartwarming. Some quaint little touches too, such as the use of masks with such cute expressions for the numerous supporting characters and anonymous guests who are also played by the three lead actors.
The show runs till Feb 16, and is quite affordable at $50, so catch it while you can! As for me, the quality of the writing and performance makes me feel like catching the previous two plays by the group, it's that good!
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