The Idea Blog

Golf Digest's nefarious travel editor and blogger rants like John Hawkins about the airlines' losing a valuable piece of luggage. ... » Continue reading "Matty G nails what it’s like to travel today"

This past week marked the Spring Furniture Market in High Point, NC. It was also when much of ... » Continue reading "Furniture Market Review"

As many of you may know, Starbucks recently launched a new online community at mystarbucksidea.com where customers ... » Continue reading "What’s your idea?"

We've had problems receiving HBO and also with a faulty set-top box, so for the second time today I'm waiting ... » Continue reading "Will they come today?"

One of the more interesting things happening at retail these days is the emergence of online tactics helping to fuel ... » Continue reading "The merging of clicks and bricks"

Did you know that "more than half your customers hate you"? A new report shows that about 62 percent of ... » Continue reading "Do your customers hate you?"

Lyn Rollins, our designated consumer, is serving as "consumer-in-residence" on a major project we're working on for a client. ... » Continue reading "Online customer service"

Who handles questions and service issues best? TiVo is excellent, but part of that is the fact that the product ... » Continue reading "Customer service models"

Jack Burris passed along an email from Southwest Airlines announcing a couple of new things they're doing. One is how ... » Continue reading "Southwest innovates again"

New York Times article on Wal-Mart.com's new "Customer Contact Reduction" program. » Continue reading "We keep our prices low, by not talking to you."