Who is turning off your customers?- Great illustration of how powerful the lack of branded service can be, from Drew McLellan at Drew’s Marketing Minute. Reminds me of a recent trip to McDonald’s I made. Wait, it reminds me of every trip I make to McDonald’s! No wonder I’m considering boycotting it.

A Customer “Support” Story- Another service anecdote, this one from Elizabeth Glagowski at The 1to1 Blog. Don’t forget, the exclusion of human beings from the front line (i.e. online support) does not negate the need for branded service.

The Magic of Allowing Employees to Do What They Love- What a cool post by Karl Staib at Work Happy Now! Great idea for employee empowerment and the evoking of employee creativity. I believe that 3M currently provides such time for its employees. No suprise the company comes up with so many ingenious products.