Get the right people
Hiring the right people is really important. I know it is a truism, but it was painfully obvious on our trip. During the last week and a half, my family took three flights with the America West...
View ArticleChalk One Up for the Airline Industry
Airlines are the customer service punching bag for most books, magazine articles, and blogger posts. I have been guilty of thrashing the industry myself. I wanted to put in a good word for the good...
View ArticleLexThink
I am in Chicago today for my third time in a week. Today it is to attend LexThink. This is an event that was put together by Matt Homann and friends. The purpose of the event is pretty open ended. I...
View ArticlePower Company Customer Service
The power to our house was out for about an hour this afternoon. It makes working out of the house difficult. I just got a automated call from We Energies apologizing for the outage and checking to...
View ArticleHome At Last
Yesterday, I was flying back from a couple of weeks in Virginia. Weather on East Coast was screwing up flights and causing all sorts of delays. Just as I sit down in the terminal, the grumbling...
View ArticleLucky You
I bought my brother a gift card to iTunes for Christmas. The Apple Store At Mayfair made the experience as simple as could be. I did not know buying something in a store could be made more simple and...
View ArticleDoes this still happen?
I was redirected on the way home last week to pick up a pizza. I walked in and exchanged the normal pleasantries with the owner. He handed me the pizza and I handed him my credit card. “Sorry, cash or...
View ArticleSXSW – Kathy Sierra
Here are streaming thoughts from Kathy Sierra on Creating Passionate Users: It is not about the product–it is about helping them do. What can we help people kick ass doing? If you help users be...
View ArticleSave The Cookie
Our hometown airline is under attack. Midwest Airlines, based out in Milwaukee, is fighting a hostile bid from AirTran. The unwanted suitor claims the standard “synergies” and “efficiencies” blah blah...
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