It sounds so obvious. Is there anything more important in your efforts to keep customers happy? I’m in the middle of a situation with Samsung where my new networked printer isn’t working because it requires a new network card.   Samsung handled things great.  After several support calls that didn’t fix the situation, they realized [...]

This week is vacation planning week, apparently: I’m doing last-minute logistics planning for a cruise over spring break as well as scoping out private tours to take in Italy/Greece/Turkey for our honeymoon in the Fall and I have had two very different experiences. I have emailed about 8 small tour companies in Europe and in [...]

Remember the 2004 “What the @#!* Do We Know?” movie that explored the power of our brains and our thinking?  I loved that movie…and it got me thinking just a little differently…I have no hope that my interaction with Citibank last night will have anywhere NEAR the same impact. I just happened to check my [...]

Launching a blog raises questions such as ‘why’, ‘what’, and ‘how’…Jennifer Berkley of The Insight Advantage shares the process she went through in her first blog entry.