March 8, 2016
What spending a hot summer in my town’s dry cleaner taught me about customer service
I was a typical 15 yr old. I wanted money…
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December 31, 2014
Dear JetBlue: What happened to me above all?
Update: The response to this letter was a form email…
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June 25, 2013
The 3 dirty little secrets of eCommerce success
Ah, the land of eCommerce. What once was a place…
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February 2, 2012
Why banks need a customer-first strategy
I got an email today from Bank of America stating…
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October 16, 2011
An idea (or three) for Rue La La
You know me and you know that I have opinions.…
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September 21, 2011
Better customer experiences start simple: Remember me, please.
There's this "hidden gem" sushi place around the corner (okay…
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July 5, 2011
15 Seconds to Make a First Customer Impression
You know, when I get a bee in my bonnet,…
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July 5, 2011
Why Flash-based Websites Make Me Angry
So, I get an email today from a website design…
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October 1, 2010
Jet Blue You Blew It – Again
If you've been following along from my previous post, you're…
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September 22, 2010
Jet Blue You Made Me Blue
I'm running the Army 10-miler in DC at the end…
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