Fixing one bad customer experience is more valuable than providing 1,000 good ones.Posted on June 4, 2012 | No CommentsHow Apple proved that there's a lot of truth in Pete Blackshaw's idea that "Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000", and why I am now a rabid Apple convert, in spite of being a rabid foe just weeks ago.
A stint in foodservice beats any internship, anywhere.Posted on May 23, 2012 | No CommentsA stint in foodservice beats any internship, anywhere, by combining thinking on your feet, hard work, service, and humility. And a little ballet training.
How my local laundromat took Apple to the cleaners last week.Posted on April 22, 2012 | No CommentsWhy AppleCare is probably an oxymoron, and why I like my local laundromat more than my formerly beloved MacBook. Which suddenly feels much heavier than it used to.