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Cheering for the “Away Team”:  Satisfaction and Sport

Posted by: Patrick Dunn, at 2:20 pm on December 17, 2009

How does the performance of the Toronto Maple Leafs impact my relationship with the team?

Articles, Business Models, Economics, Strategic Innovation, Technology, Web

Old Media, Old Habits

Posted by: Richard Lee, at 7:00 am on December 14, 2009

Quick… our business model is broken… let’s go back to what’s worked before… a long time ago.

Articles, Experience Design, Featured Articles, Service Design

Airlines aren’t the only ones to blame

Posted by: Patrick Glinski, at 9:17 pm on December 2, 2009

Designing a decent airport experience is not rocket science. Good airport experiences could go a long way towards helping an industry notorious for experience breakdowns.