http://www.dmnews.com/julia-hood/author/395/ Latest articles by Julia Hood from DMNews We've all been there, waiting at home for the cable guy to come and install the system "sometime between noon and 5:00". When he finally shows up, the interaction you have with that one individual will play a major role in determining your attitude towards the brand going forward. http://www.dmnews.com/making-every-interaction-matter/article/129602/ Mon, 30 Mar 2009 02:34:00 GMT I am a late-adopting iPhone user and, while I like it, there is one element of the device that is simply too smart for its own good — that is, the autocorrect of e-mail spelling, which has a habit of interpreting my rather basic vocabulary choices as arcane proper nouns. For example, a slowly typed "which" will sometimes translate to Whig, "have" becomes "Han," and the word "paying" for some reason morphs into "Latin." http://www.dmnews.com/integration-necessary-to-realize-mobile-potential/article/127354/ Mon, 16 Feb 2009 12:41:00 GMT