Flummoxed

I’ve been watching reviews of RIM’s Playbook keenly, not because I particularly want one but because I’m curious to see how this company faces what is now clearly a turning point in its life. Pressure has been building up on RIM to deliver something that reinvigorates its place in the market as an innovator and […]

Airbnb’s Surprising Stumble and Save

A couple weeks ago I was ready to write a short reflection on customer relations gone super-sour, featuring Airbnb. Luckily, I have a black belt in procrastination, which gives these situations time to spin out some more and to make a more interesting story. The background: a few weeks ago a woman named Emily in […]