John Molson Case Competition

I am currently in Montreal Canada with a team of University of Maine MBA students participating in an international case competition.  My colleague, Harold Daniel, and I are serving as "coaches".  It is a very intense week-long experience.

Our team has gained valuable experience and it is interesting to see how they have gained and applied new skills and techniques to become a more effective as individuals and a team.

How often to do feel good about a customer service engagement?

Congratulations to Apple customer service.  My iPhone died ... and within 24 hours of sending it to Apple, a replacement phone is on the way back to me.