Cranky on the Web (March 17 – 21)

Airline industry pours millions into new terminalsUSA Today
I was asked my thoughts about airports spending money to improve the experience for travelers. I had mixed feelings. (Experience = good, cost = bad)

In the Trenches: Relying on Customer Service When Technology FailsIntuit Small Business Blog
We found a quirk of Google Apps over the weekend and that meant we caused problems for a customer. We had to fall back on customer service skills to smooth things over.

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