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Would you wear one of these wristbands?

Smile! These wristbands at the Clinique counter at Macy’s promise that an associate will be able to “read your mind” […]

Looks like United may not be a lost cause after all

For the better part of the last year, I’ve thought United Airlines was a lost cause.

Can United Airlines fix itself?

It's hard to find anyone who likes the new United Airlines. Even at United Airlines.

Customer service lessons learned from a summer of travel

It's the little things that matter.

Can social media improve customer service? Vail Resorts discovers the answer one run at a time

When it comes to using technology to improve the travel experience, Vail Resorts is known as one of the most progressive resort companies in America. I’ve interviewed CEO Rob Katz several times about Vail’s EpicMix initiative, and RFID-enabled ticket system that integrates with social media. Version 2 of EpicMix goes live next month, and I thought I’d check in with him to see the progress.

TSA watch: They’re looking for the wrong thing – and congratulating themselves for it

They say imitation is the sincerest form of flattery.

New at On Your Side: retail stores

I'm really excited about this next industry category, retail stores.