Some Care, Some Do Not

We all mourn the death of customer service. From out-sourcing of support to outright failure to stand behind products, many companies simply thumb their nose at unhappy customers.We feel that the internet has given us a degree of protection. Some companies are now...

What Is Entropy?

Entropy is the thing that eventually kills an old business. Even giants fall to entropy. Hostess fell to entropy!So what is it?In physics, we say that in a closed system, entropy always increases. If you add some hot water to cold water, there will be a place where...

Snowflakes, Rocks and Customers

You have heard of course that no two snowflakes are exactly alike. Of the billions and billions that have fallen to earth, no snowflake has ever been exactly duplicated.That seems pretty remarkable until you think about complexity.A single snowflake is made of...

The One Thing You Must Do

Place a clean glass on the counter next to the sink.Now, you want that glass filled with fresh clean water. You are thirsty.You can have a great idea for a unique way to fill the glass.You can really want the glass to be filled.You can pray that the glass will be...

Google Analytics Matter

Google offers a 100% free service for all website owners: Google Analytics. As they say in advertising, “accept no substitutes!”One of the first questions I ask new clients is whether they have set up analytics for their website. Very few answer yes. Of...