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[2010-06-21] Customer Complaints Can Help Strengthen Your Business
At first blush, a complaining customer is not something we have on our wish list of awesome things in the world.

[2010-06-07] Delivering Real Customer Happiness In Your Enterprise
Yes, nice guys can finish first. This is the overarching theme of Zappos CEO Tony Hsieh's new book Delivering Happiness, a Path to Passion, Profits, and Purpose. Released today (I was given a free, preview copy), Delivering Happiness chronicles the rise of Zappos from a half-baked notion to multi-billion dollar pinnacle of high touch customer service.