September 7, 2012 |
Douglas M. Duncan called on Metro to put its riders first . That's a goal all of us who work for the system share. In fact, over the past two years, we have been steadily making many of the same safety and reliability improvements that Mr. Duncan advocated. Beginning with board governance reform, and led by senior management together with frontline employees, Metro has put safety at the forefront of its policies, investments and daily practice. We have implemented recommendations from the National Transportation Safety...
June 24, 2012 |
I was driving through Michigan the other day on my way to a nephew's wedding. It was lunchtime and I happened to be near the exit for Ann Arbor, home to the University of Michigan. Ann Arbor also happens to be home to Zingerman's Delicatessen, a local institution and a real treat for anyone with a hankering for corned beef, fresh baked breads, handmade cheeses and so much more. The wait just to get inside was 20 minutes long. No problem, there was a cheerful host outside dispensing...
June 5, 2012 |
SOUTH PASADENA, Calif. — Like many air travelers, I have learned to expect the worst and be surprised by anything positive. I can't imagine that gloom is the customer experience that airlines are going for. Yet they can't control their hunger for adding fees, overbooking flights, disrupting seat assignments or treating passengers like petulant sheep. Technology to the rescue! Facing a six-hour encampment in Row 22 of a United 757, I stifled a cry of outrage and ponied up $17.95 for Internet access.
April 5, 2012 |
Like all trade shows, the 2012 New York Auto Show raises as many questions as it answers: will this new model live up to the old one? How will customers take to its bland/aggressive/WTF styling? Where's Bob Lutz? And so on. But amid all the uncertainty and doubt, there's one thing we know for sure: Cadillac and MINI have been making a concerted effort to improve their customers' shopping experiences, and J.D. Power has seen fit to honor them for that. To determine...
March 21, 2012 |
Hewlett-Packard announced on Wednesday that it would combine its imaging and printing entity and its personal systems entity, a move that the company says will "lead to a better customer experience and drive innovation . " The new group will be led by Todd Bradley, who has been an executive vice president at HP since 2005. The executive who had led the company's printing business, Vyomesh Joshi, will retire after 31 years with the company. The technology company said in a statement that...
October 19, 2011 |
Google has given us a glimpse of its vision for the mobile future with the Samsung Galaxy Nexus, the first phone to launch with Android 4.0, also known as Ice Cream Sandwich. Android's been called an early adopter's platform, a true geek's platform — in other words, not the most accessible system. On Tuesday, Microsoft head Steve Ballmer's made the sneering remark that you need to be a "computer scientist" to operate Google's operating system, The Telegraph reported. That night — well, the next morning...