Enshittification in 3 acts with the cure

As mentioned recently ( here ), "enshittification" is a concept created by Cory Doctorow (2023, 2025), Canadian-British author, ac...

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The enshittification of education

Successive governments in New Zealand - and probably world-wide - have failed to adequately invest in education. The training and education ...

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The customer service journey

How do we know that the customer service journey is good? It goes smoothly and seamlessly. We look online for the business, find an entry an...

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Upside-down management

UK retail chain, Timpsons, have roughly 2000 outlets throughout the UK, running on a philosophy reminiscent of Nordstrom in the USA: to deli...

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Reducing life's annoyances

I recently read a couple of books by American author Cynthia Lett about how to deal with exasperating family or partner behaviours which ge...

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TradeMe's Customer Service, or "How to pay for your own data"

I had a rogue entry on a two month old bank statement, and wondered if it were a TradeMe payment made to me on an auction, without the pur...

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Aus/NZ Share "Investor Centre" log in procedure: Epic Fail!

I am a very minor shareholder in a few publicly listed companies. Like most shareholders down here in the South Pacific, I manage my share...

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To serve... or not to serve

Customer service has been defined as " the ability of an organization to constantly and consistently exceed the customer's expecta...

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Two Examples of 'sticky' Customer Service

Sticky experiences are those that will stay with you for some reason. They stick in your memory. Over this past week, I had two very stick...

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Nordstrom & Customer Service

Known for extraordinary customer service, Nordstrom's reputation is as one of the great US twentieth century retailing companies. The ...

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Newsletter Issue 177 January 2010

Sam Young Newsletter Issue 177, January 2010 Hi guys, Check out Albert Barneto's ideas on how to Get...

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