Social media has been around more than a decade. Yet, we are still learning about its impact on our world and how we impact its development. On one hand it has been a wonderful way to connect with family, friends and customers. Businesses have successfully leveraged it for communication, savvy viral campaigns, branding and inexpensive advertising. It also has a dark side. Nasty commentary, back lash, bullying, political divisiveness, censorship and fake information run a mu

We recently had a disappointing interaction with a store. It was easily fixable too. While their customer service team was polite, our loyalty has now come into question. How could they treat business so cavalier? The problem stemmed from their online shopping cart which didn't automatically add a qualified promotional item in with the purchase. The site had some user friction that requires finding it on the site and manually adding it to my cart. There was no reminder, no di