Writing about all of my bad customer service experiences would be a full-time job, so I let most of them roll by with a shrug or a sad shake of the head. Yet every now and then, someone sets the bar so low, it’s remarkable. Take, for example, my experience with American Airlines yesterday....

I’m having some difficulty understanding how retailers think they are going to stay in business. Case in point: I traveled across Chicago tonight to Best Buy looking for two simple items that they should logically carry. One was a desktop tripod for a cell phone making it easier to take...

Every good designer knows the rules about page layout. Your eye goes first to the headline, then to the caption of the picture, then to the picture… whatever. But if you’re really serious about page layout and GUI design, you have to use eyetracking. The problem is, eyetracking is...

That funny looking symbol on my new business card is a QR code. Lately these little beasties have been cropping up on everything from T-shirts to magazine ads. The QR (Quick Response) code is a two-dimensional bar code that can store contact info, URLs, even paragraphs of text. Although they...

I hate to keep picking on the big oil companies, but really, they set themselves up for it. I mean, who would even think of running an ad on a giant electric billboard to tell us how committed they are to using less electricity. Here’s a shot of the kilowatt monstrosity near the east...

When “King Kong” opened as a film in 1933, its pioneering special effects (stop motion animation and miniature models) amazed and terrified audiences. Sixty years later, we find that same animation laughable. Audiences learn quickly and rapidly grown in sophistication once exposed...