Warren Ellis (via Daring Fireball) on Amazon customer support:

“Isn’t it strange, to be so shocked by actual efficient, friendly and delightful customer service?  To have a global electronics company say, “well, hell, we’re sorry about this, how about we sort this out quickly and cheaply for you instead of humping you right in the eyesockets and stealing your wallet?” “

Copying good strategies and tactics is the next best thing that can happen in a market (second to inventing them); mimicking products and features, as Samsung and Google do – is subhuman.  Don’t give me the “this is business” crap; a circus chimp is also making  money by mimicking people, that doesn’t turn it into a human.