UPDATED: Zipcar gave me a call; see the followup post.

This post brought you courtesy of the letter Z(ipcar).

So here’s the setup: traffic is bad on the bridge, so we call to say we might be a minute or two late…

Leslie Bradshaw runs JESS3, a rising star in digital agencies that specializes in graphical representations of complex ideas. She’s recognized by many as an up-and-comer, does press and wins awards, and is generally a…

So the very next day after posting about Zipcar sending us the most bizarre customer service email ever, a very nice customer service manager named Brian gave me a call and mentioned he had read the blog post. After listening to the CSR…

I was sitting down with the folks from The Puppet Kitchen the other day to talk about business best practices and it came up that they basically always feel like they’re at 100% capacity, yet don’t have any time for things like new business development or shop…

Here’s the thing: if a customer didn’t share your deal on Twitter or Facebook, there is probably a reason. Maybe you made it too hard (strong inhibiting pressures) by not having a simple share button. Or maybe they just didn’t think your deal was worthwhile enough…

After my post the other day, a friend who does HR for a big financial shot me a note to say that they don’t want more junk applications, so they make the process deliberately painful. Which makes sense: strong inhibiting pressure against a weak promoting…