I’m an author, advocate, and journalist.
✓ My books are practical guides that help consumers make smarter purchases and allow companies to develop policies that lead to happier customers and fair profits. Find out more about my books.
✓ When I see injustice, I do whatever I can to expose it — and fix it. Learn more about my advocacy.
✓ I write six weekly columns about customer service, with a special emphasis on travel and technology. My work reaches more than 10 million readers a week. Here’s more information about my journalism.
Here’s my extended biography, a few frequently asked questions about me, one or two important disclosures, and a list of my favorite mistakes. If you’re a publicist, please also see my FAQ about media queries.