Top 5 reasons why “The customer is Always Right” is wrong

In my presentations, I use Southwest Airlines as an exemplar of customer experience. Recently, people have used Kevin Smith’s experience to refute that. This post will help me refute *them*.

Book Review: The Immortal Life of Henrietta Lacks

There was a period a few months ago where, if you listened to NPR podcasts like I listen to NPR podcasts, you couldn’t avoid mention of The Immortal Life of Henrietta Lacks nor the voice of it’s author, Rebecca Skloot, answering questions about the remarkable story she uncovered (and took part in). I finished this [...]

Road Trip 2010, Part 3: Portland

After leaving Newport, we bee-lined for Portland, for the longest single stretch of the trip. We love Portland — it’s easy to love a city that’s walkable, loves books, beer, coffee, good food, and pinball. (I mean, is there another city with a dedicated website and iPhone app for listing eery pinball machine?) Non-standard Lodging [...]

Road Trip Part 2010, Part 2: Oregon Coast

When I last wrote, we were leaving the California redwoods and heading north for what proved to be hailier climes. We stopped in Brookings for lunch and to see the placard commemorating the Japanese attack on the Oregon Coast. Given that bit of history, we felt it only proper to eat sushi for lunch, at [...]

Musing on Managed Experiences

On our last day in California, we stopped to pee at Trees of Mystery, a roadside attraction showcasing redwoods, a gondola called the Sky Trail, and, of course, a gift shop. I remember visiting this over 20 years ago with my parents, the most vivid memories being the giant Paul Bunyan and Babe the Blue [...]

Every Hug, Every Fuss – Scientists Record Families’ Daily Lives – NYTimes.com

Fascinating study of double-income family homes. Rigorous anthropology done with all the observation technology you’d want!

Road Trip 2010, Part 1: Redwoods

On Tuesday, May 18, the family (Stacy, Jules, Milo, and myself) loaded up the Subaru Outback and headed north for a two-week road trip. Our itinerary includes the California Redwood Coast, Oregon Central Coast, Portland, and probably Crater Lake on the return (subject to change depending on weather). This is our first big trip since [...]

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Links, thoughts, and essays from Peter Merholz