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Under-Promise, Over-Deliver, a Lesson from the Airlines

It's a simple idea really. You make an agreement with your customers -- and then, here's the cool part -- you not only keep it, but your exceed it! Wow! What a cool idea!

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Pet Peeve: Charging for water?!

OK, I really get it, I understand that companies have to make a profit, and I know that the movie industry is having some tough times. But, really, charging me 25 cents to get a cup of water?! I mean,...

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A Tale of Great Service and Broken Starbucks Coffee Grinders

Treat me correctly - like Starbucks did in this instance - and I'll pay more, return often, and refer others.

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