I understand the need to make businesses more efficient, but I get the uncomfortable feeling that there is a head-long rush to cut people out of customer contact at every possible opportunity. Even in customer service, and that can never be good for the customer. [...]
I’m embarrassed to admit I was never a fan of the Seinfeld show, despite the fact that I admire its phenomenal success. For some reason, I never sat through a complete episode. I’m sure if I did, I’d be hooked like most of North America [...]
I want to work with artisans. People who care dearly about what they create, whatever product or service it is. Artisans exist well beyond the world of art - fine art or commercial art. They repair and maintain motorcycles, [1] they open independent cafes beside Starbucks [...]