You don’t have to click around too long online to find an award. They’re as common as pop-up ads — […]
I’m writing this at the end of a long road trip through France, Germany and Italy, a journey on which […]
For several years, I've operated a customer service wiki, an underground website which contains the names, emails and addresses of company executives who can help consumers like you.
When you spend most of your waking hours advocating for consumers, it's easy to lose your sense of perspective. Complaints pour in, often hundreds per day. I can't help but feel like the customer-service apocalypse is imminent.
Because they can.
It isn’t the horse that makes the wagon go. It’s the carrot you put in front of his nose.