I'm not a big fan of the major airlines. In fact I have written several entries that demonstrated poor customer service by United and American. However, I had a uniquely good experience on United a couple days ago and wanted to share it with you. I was traveling to Los Angeles with Joel Ownby and Tim Prince, en route to Yanik Silver's Internet Underground conference in Los Angeles. The three of us board the 737... Continue Reading

I've been paying close attention to customer service wherever I go these days. In my business, I tell my support team to go the extra mile when assisting customers. I believe this pays off big time in the long run. But I am amazed at how many businesses do not pay attention to the simplest of customer service details. In the past few days, I have made observations at Best Buy, Gamestop, Qdoba and... my... Continue Reading

A new poll shows President Bush dominating Democratic Presidential candidate John F. Kerry with an 80% to 20% lead. This poll, conducted on Sunday, May 30th, interviewed particpants face to face and asked the following questions. 1) If the election were held today, who would you vote for, President Bush or John Kerry? 80% of respondents noted their vote would go for President Bush. 2) Are you happy with President Bush's job performance? Again, 80... Continue Reading