Social Media is all the buzz right now. It started with MySpace, continued with YouTube and has brought about Facebook, Twitter and a host of other sites promising the help people interact in new ways. These sites have become very popular and two were purchased for a tidy sum. Rupert Murdoch's News Corp purchased MySpace for $580 million and Google bought YouTube for for $1.65 BILLION. I'm sure the boys from Facebook and Twitter have... Continue Reading

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