After reading Nick Kokonas's fascinating 6,000-word manifesto-slash-case study for the ticketing system he devised for Next and Alinea, the reason you'd want to do something, anything, to do shake up the existing order becomes clear. As he says, "Three full-time employees answering phones, mostly to say 'no' to potential customers since 70 percent of people request the same times: Friday and Saturday prime times.…
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