Airline industry pours millions into new terminals – USA 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 Fails – Intuit 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.