April 20, 2012
A plea for scripted authenticity and kindness
A friend of mine is the manager of a large cafe in the city centre…
March 4, 2011
Thank you? Let’s open a support ticket for that.
I forgot most of the polite manners and etiquette my parents and teachers deperately tried…
December 24, 2010
What my girlfriend taught me about technology
My girlfriend owns a pretty basic HTC Android phone (the HTC Magic). As stupid as…
November 18, 2010
Zappos internal emails invite to WOW customers
How to create a breeding ground for great customer service? It starts with a remarkable…
August 30, 2010
A businesscard that makes you feel like a kid in a candy store
I hate business cards. Actually, more the people that go with them. To be more…
August 26, 2010
Out of office replies
Out of office replies. You got to hate them. They have to communicate an unpleasant…
August 25, 2010
Remarkable house rules for coffeehouse Bagels & Beans
I'm a sucker for great copy, so I instantly fell in love with the Bagels…
August 22, 2010
The story of Johnny the Bagger
It must be the worst case movie ever, but it still seems a remarkable story.…