Our Own Puritan

I perform at Renaissance faires as a hobby. It’s escapism, certainly, but it’s also great interactive theatre — there’s no stage, no walls, no curtain — and the patrons become part of the acting company. Some of the very best actors at...

Decking the Halls

Decking the Halls While browsing my local pets superstore looking for — of all things — a costume for my golden retriever, I found myself picking my way through aisles strewn with half-emptied boxes of merchandise for the upcoming holiday season. While I...

Creative Good in S.F.

Two weeks ago I visited San Francisco to do the inaugural eCustomerExperience conference, sponsored by the folks at Creative Good. The last ‘first’ conference I attended was the Spring ’96 Netscape developers conference, and it’s tempting to...

Quick elevator etiquette lesson

Quick elevator etiquette lesson: When the doors open, allow current elevator passengers to exit the car. Only then should you hack and curse your way into the car in your urgent drive to get wherever it is you’re so desperate to go. Your cooperation is...
Your Customers Are Talking

Your Customers Are Talking

Appeared in Inc. Magazine, September, 2000 Increasingly aware of the costs of acquiring new customers on the Internet, companies are scrambling to implement relationship management initiatives and to adopt practices that deliver a superior customer experience. A...
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