What Defines a Good Mobile Site?

I have a secret: I hate mobile sites. Okay, not all of them. I love that Amazon lets me find and buy pretty much anything with one touch. (Which, by the way, is a pretty smart sales strategy too.) And StubHub’s screen navigation makes changing or updating...

From Apology to Enchantment

There are very few Soup Nazis in business. In other words, most of us have to provide good customer service to be sucessful. You can screw up and recover–companies do it all the time. But how many use the opening to move from apology to enchantment? Stubhub did...