• In-N-Out Burger: No Buns about Good Business —
  Some observations about how this fast food chain has distinguished itself from the competition and managed to grow a loyal fan base.
• T-Mobile Suddenly Gets Online Customer Service —
  Wonderful examples of personally crafted customer service emails. The author concedes "it’s amazing these messages must be mostly pre-written and yet they are so custom focused to just my problem they are perfect."

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