Gifts from my Father

September is a month of mourning. For our country it represents 9/11 and a time to look back, remember and be thankful. For me… it also represents the month I lost my father. September, 2001 was in fact, the 10 year anniversary of the end of my dad’s valiant battle with Cancer. So now, 10 years…

When Good Service Brands Go Bad

Think of brands known for service and you think of Nordstrom, Enterprise Rent a Car, Ritz, Virgin Airlines, Zappos, Starwood. These are brands known for differentiating themselves by their service DNA. And yet, sometimes even the brands that are known for getting it right, get it wrong. Somehow this is even more devastating then if they…