February 3, 2017

Have Laptop, Will Travel – The Experience of the Morning

My preferred airline, Alaska Airlines, has made enough positive deposits into my emotional bank account to make me forgiving of slight transgressions. They recently formed an alliance with Virgin America. I was lo...

October 18, 2016

A Tale of Two Customer Service Experiences

What a morning! After watching a webinar on the critical importance of customer experience, I got the pleasure and pain of seeing that importance played out in real life.

This is not a Yelp!-style company review (I’ve done that...

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September 19, 2017

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