I finished reading Paul Robert’s The End of Oil, a book referenced in an earlier post about the possible end of oil production growth and the consequences of that. All I can say is that I learned a lot about the world energy situation and the supply system, but I didn’t come out of it with any sense of empowerment. ...

Fast Company has an article about why–despite all the talk and all the CRM systems sold–decent customer service is so rare. In essence, it’s one thing to talk it, another thing to walk it. …talking about focusing on the customer and actually doing it are two completely different things. That’s what makes truly customer-centric companies so worthy of our attention. ...

In a speculative new mood last Jan. 1, I posted a list of WAGs (Wild A** Guesses) about what 2004 would bring. One was that people outside the US would try to influence the election. As the election approached and I saw no evidence of this I thought, “Well, you were wrong about that one.” But now it is evident ...

Here’s an interesting article about how companies are modifying their brand image for the internet. So, does the ACS need to think about how its brand plays on the net? All businesses, whether big or small, are trying to dominate the corporate identity landscape through new cyber-branding and digital domain name management techniques.