Earlier this week Dan and I had a generally awful travel experience on a major airline.  One of those ''everything that can go wrong will'' type of affairs, where you know it from the moment the first delay is posted that this flight is doomed.  A 5:45 departure became 6:15, 6:40, then 7:00, before the slow boarding and general mayhem ...

At today's ''customer service is the new marketing conference'' http://csitnm.com/ at the beautiful Golden Gate club in San Francisco, Tony Hsieh, CEO, Zappos http://www.zappos.com/welcome.zhtml was clear that the way to drive a business' success, was not about looking at the care operation as an expense item, but as an investment. At ...