“I can’t wait to get to the DMV to renew my driver’s license,” said no one ever. I’ve had my share of less-than-stellar experiences at...

“Is that a real poncho or is that a Sears poncho?” asks Frank Zappa in his masterpiece, Camarillo Brillo. It’s a great lyric and it got...

Note: "You have to go to the bar" is first in a series, Customer Experience Observations. “Wow, rock star parking for the second year in...