Apart from Twitter's own terms of service which prohibit obvious things like harassment, transmitting viruses and spamming other members, there really aren't many rules to the site. You can essentially use Twitter however you like. However, for people and businesses who want to use Twitter successfully (eg: build a following and grow their circle of influence), there are a number of best practices that can be observed. I cover many of these in my book... Continue Reading

I'm not a big fan of the major airlines. In fact I have written several entries that demonstrated poor customer service by United and American. However, I had a uniquely good experience on United a couple days ago and wanted to share it with you. I was traveling to Los Angeles with Joel Ownby and Tim Prince, en route to Yanik Silver's Internet Underground conference in Los Angeles. The three of us board the 737... Continue Reading

I'm in Las Vegas for Affiliate Summit and am looking forward to the a few days of networking and learning. And while I have nothing to say about the conference yet because it hasn't started yet, I do have an experience to share with you. As you know, I enjoy blogging about my customer service experiences... especially the bad experiences. Why do I do this? I place a very high value on customer service and... Continue Reading

Does American Airlines have good customer service? Once again, I find myself on the "I can't believe this is happening" end of a telephone conversation with a customer service rep. Here's the story. I had booked a flight using reward miles to fly someone from Dallas to Denver in a couple weeks. As it turns out, he is going to drive here a few days early and won't require the initial leg of the flight... Continue Reading

Man, am I beat. It has been a LONG day, but quite enjoyable. The kids did a lot of their school work in the room this morning while I took a walk around the area. I am determined to continue exercising while we are on this trip lest I move up a waist size. We got going around noon and set course for St. Louis. I did not realize that the mountains/hills went this far... Continue Reading