American Airlines Makes a Bad Customer Experience Worse Mar18

American Airlines Ma...

When things are going well, it’s easy to be nice. It’s only when the going gets rough that you find out what a person, or a company, is made of. Customers who experience service problems that are dealt with appropriately by the company score far higher on loyalty measurements than customers who have never had a problem at all. I guess nobody told American Airlines.

Bickford’s Apple Pancake Mar05

Bickford’s App...

Decades ago I fell terribly and hopelessly in love with a young woman named Elaine. Any stranger on the street could see that we were doomed. I lived on the West Coast, she lived on the East Coast. She was smart and sophisticated and worldly. I, on the other hand, was a caricature of the...

Take My Wallet ̵...

If you haven’t taken the time to set the lock code on your phone, do it now. And think about installing an anti-virus application and perhaps a remote-wipe function before you wish you had. Securing your smart phone takes only a fraction of the time and money that you’ll lose by having your whole life compromised.

Let’s put the ...

For millennia any tribe with enough brains to recognize patterns in the night sky has held a festival at this time of year.

The World’s Bi...

What is the world’s biggest secret? Perhaps you are thinking “the formula for Coca-Cola”, “who shot Kennedy”,” what happened to the Holy Grail”, or “the location of Atlantis”. All good guesses, but these are merely historical curiosities....

Samsung Galaxy Tab, ...

Every now and then a product comes along that makes me want to sit down with the product manager, buy them a beer and ask “So…What was going through your mind when you made these decisions?” The Galaxy Tab is one such product. First of all, it’s an awkward size; just a...

Classic 1960’s Granola Nov04

Classic 1960’s...

It’s impossible to find decent granola in the stores. If you want it, you have to make it.

Rare Earth Elements Provide Opportunity to School China in Economics Oct19

Rare Earth Elements ...

The Chinese are flexing their muscle in “rare earths” to force the West to do their bidding. They are about to learn an important lesson in economics.

Environmental Groups...

For years now, environmental lobbyists have been warning us about environmental disasters like the one we just witnessed in the Gulf of Mexico. At first glance, we might see this as proof of their position. In fact, the opposite is true. Their premise has been that, with sufficient political...

I Survived a 15-minu...

As we make the transition to smarter power systems, consumers need to take more responsibility for their own infrastructure.

Building the Perfect...

After 40 years of digital electronics, we still haven’t gotten the alarm clock right. I finally decided to just build my own. (Part 2)

Building the Perfect...

After 40 years of digital electronics, we still haven’t gotten the alarm clock right. I finally decided to just build my own.

La Boulange Cafe Nov12

La Boulange Cafe

This little cafe makes perfect cafe lattes, but just as importantly, they have a wonderful assortment of baked goods to go with them.

Tell me again: why do we need retailers? Nov06

Tell me again: why d...

I always thought the purpose of a retail store was to stock product and provide service. Apparently, I was wrong.