Social Complexity and Agility
February 17th, 2010

Now that’s customer service!

A recent Swiss flight I took to Berlin was delayed for an hour because of snow, and when we got on board, the purser announced that there would be a further delay. What happened next was amazing. The captain himself came out of the cockpit, grabbed the microphone, and explained to us what was happening. [...]

February 11th, 2009

Direct democracy

Almens – the view from my office
Last December, Bettina and I moved our official place of residence from Basel to Almens, where we’ve been living most of the time anyway. It was a shock for me, though, after having spent 28 years of my life in Basel – although considering the fact that I spent [...]