“Companies crunch data and use artificial intelligence to determine exactly how angry a customer has to be to bolt. (Corporations call it the Breakpoint.) It’s not your imagination, Customer Service is lousy today,” reports the Wall Street Journal. Data now also tracks which customers are most profitable and worth the effort to please. Hate to broadcast the recipe for SelectLeaders Secret Sauce, but Customer Service is where clients learn...

I was amazed when I heard that FedEx is dropping its agreement with Amazon and will no longer deliver the behemoth’s packages. FedEx has said that Amazon represented less than 1.3% of its total revenue last year, or less than $1 billion. The potentially big winner will be UPS who Amazon has to turn to because it does not have any other options, at least for now. The rub for UPS is that Amazon already represents 10% of its revenues, and...