It happened just like that. One minute my phone is fine, the next the screen is black and flickering. After a few hours and hundreds of attempts to restart my phone, I give up and head to the nearest Verizon store. Real World Story: I arrive at a local store around...

In customer service, we work in a complicated world. We are, more than ever, needing to navigate the delivery of customer satisfaction cautiously but professionally. There was a time when caveat emptor was the way of doing business, “let the buyer beware.” This put...

Browsing books at a bookstore. Watching a movie at a drive-in. Picking up your photos at the Fotomat. Reading a newspaper. Going to the bank. Eating out at a restaurant. Disco roller skating, for the love of Pete! All things that are now obsolete, or nearly. But we...