• JetBlue’s Video Apology – Church of the Customer Blog —
  JetBlue’s CEO addresses their recent flight cancellation nightmare. He follows Washington’s advice about handling mistakes. Lesson #1: Learn from your mistakes!
• Seven steps to remarkable customer service —
  Have your customer service handled by those who can solve the problem. The more disjoint your front line support is from those that can actually fix the problem, the more likely things will never get fixed. You’ll end up supporting the same issues over and over again.
• Creating Passionate Users: What tail is wagging the "user happiness" dog? —
  Don’t let your company policies or infrastructure problems dictate the customer experience. The customer’s experience, not your internal shenanigans, should drive your products and services.

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