Does dealing with your cellphone company remind you more of staying in a fine hotel or doing business with an airline?
Here's an article from The Brand Cafe archives that talks about the way cellphone providers have missed the chance to get customers to love them.
Before blogging became all the rage, Tom was posting book reviews and Observations (essentially early blog posts) to this site. You can find the archives below.
What we're talking about
on the front page.