There’s no business.

I consider myself to be a loyal person, even when it comes to companies with whom I choose to do business. Mostly, my preferences reflect the quality and integrity of the product or service a company has offered. Sometimes, companies gain an edge through innovativeness and marketing. Often, those companies that have fallen to the bottom of my list have done so through poor products, services, or business practices. But, in the end, it could be just a matter of who or what I do or don’t like. So I have put together these companies, that I admire or avoid. I may not be Fortune or Forbes, but who is?

Admired Companies

American Express
Who doesn’t want an American Express carte noire? American Express has certainly promoted itself wisely, but they have a solid foundation of excellent customer service. And, as the financial industry’s information security flaws become ever exposed, American Express and Discover find themselves with the unique ability to reposition themselves and their networks. The only question is will American Express embrace or lead a revolution in the industry, or will it merely settle for the status quo?

Apple
Quite easily my favourite company. I always knew Apple was cool, but since that fateful “media event” a few years ago, everybody else has figured it out, too. For those of us who were Apple when Apple wasn’t cool, there’s a lot of excitement as to what the future holds. The processor speedbump certainly has us nervous, but the land of x86 is looking less and less frightening. Here’s to continuing to think different(ly).

BP
Beyond petroleum. It will be a long time before British Petroleum is perfect. But at least they’re striving. Their investments in energy technologies that don’t kill our planet put every other oil company to shame. You’re not loved, BP, that’s true. But on my list, you are admired. Keep up the good work.

Bell Globemedia
The Globe and Mail may not be a bastion of liberal media, but compared to the National Post, it’s practically a supporter of the NDP. Bell’s Globemedia unit proves there’s a need for healthy private competition in Canada’s media sector, as well as a need for a healthy public media (the CBC, of course). Alas, if only American media could rediscover the concept of objectivity.

Discover
Along with American Express, Discover represents a potentially bright spot for the future of the financial sector. Their eventual journey beyond MorganStanley will, no doubt, be one to watch. But if they could just rediscover the concept of innovation, they might well be on their way to world domination, or something like it. I have a feeling that, over the next few years, it will really pay to Discover.

The Walt Disney Company
What a ride. Disney has had one tough couple of years. But their business is solid, and we all owe a lot to Michael Eisner for that fact. Everything I’ve read, and feel, about Bob Iger seems to lead me to believe he’ll be good for Disney. Let’s hope repairing their relations with Pixar, finally stabling Disneyland Paris, and embracing new markets will be the cornerstones of his first few years in the Wonderful World.

Intrawest
If there has ever been a smarter, better managed, or well run business, I’d love to see it. The concept of gathering up mountains, transforming them into year-round resorts, and perfecting perfection was really not at the forefront of the ski business mentality a decade ago. Today, Intrawest sits atop the industry, with an amazingly well-rounded stable of destination-centred businesses. If there ever will be another company that knows how to build and run an amazing business the way Intrawest does, I really want to be a part of it.

Kmart
What a decade, so far. We lost our way. Then we found it again. Now we’re sort of working out our identity issues. Regardless, their strong brand-focussed identity is absolutely the reason the automatic doors at Kmart are still opening. As Kmart and Sears come together, a few things might change. But as long as I can buy Martha Stewart and Joe Boxer at least one of them, it’s all good.

Martha Stewart Living Omnimedia
If there’s ever been a story of injustice in our country, it’s the story of Martha Stewart. The company she built is bouncing back just as strongly as she is, though, and the next few months could prove to be the most successful yet. As we all rediscover the parts of Martha we love, and as she introduces us to parts we didn’t even know she had, I have a pretty strong feeling everybody is going to want to be, be a part of, or be around Martha Stewart. And that’s a damned good thing.

RIM
The BlackBerry rocks. Hands down. Thumbs up. They’ll work out or work through these patent issues. They’ll fight, and win, Microsoft in Redmond’s latest monopoly power play. And I’ll still be exercising my thumb, in motion.

Sirius
They showed up a little late to the satellite radio party, but they may yet have the last laugh. With blockbuster deals with Martha Stewart, Howard Stern, and now the BBC, Sirius seems to be carving out its slice of the pie, and it looks like the catchier-sounding XM may yet go home hungry. Good music, good talk, good game. Goodbye, XM?

Sun
So, we all stumble along the way. Sun never lost itself, but somehow the market lost sight of Sun. They’ve figured out a number of ways to refocus their vision and ours, and OpenSolaris and the Sun Ray architecture are about the hottest technologies out there right now. Just you wait. The Sun will rise again.

Redeemed Companies

ABC
ABC has really figured out what it means to be America’s Broadcasting Company. Desperate Housewives and Alias are hugely flattering accomplishments for a network that seemed hopelessly lost post-Millionaire fad. Diane Sawyer and Peter Jennings in the newsroom, Barbara Walters in the living room, and Jennifer Garner in your face are a solid recipe for enduring success. And, who can wait for this autumn’s first woman president?

Ford
If there’s ever a company that lost its way, Ford is it. It’s been a long road back, and there’s still a way to go. But Ford has the agility and ingenuity to stay steady in an industry that has changed, and will continue to change, dramatically. Their concept of the future, illustrated by the Escape Hybrid, is sharp. And I have a very strong feeling Ford is built tough enough to stand well in an increasingly competitive global automotive market.

Gateway
Who doesn’t know a friend who went through a Gateway nightmare? The charming, spotted computer company hit the top, and the the bottom. But they’ve figured out that quality thing, and I have a strong feeling Gateway will be positioned right alongside Apple as the computer market shifts more and more towards those that deliver solid, intelligent products, as compared to those who just deliver cheap paperweights.

Motorola
Geek to chic, hello Moto. Motorola seemed to have lost its way, even in North America, as mobile phones became a mainstay around the world. It required a revolution inside the stodgy, apple pie company to get it to understand what those Scandinavian and Asian designers and engineers knew: build a cool phone, and they will come. And, so, here we are. Hello, Moto!

UPS
So who actually finds the Brown advertising campaign to be, well, anything? The company that seemed to manage to drop, drown, delay, or destroy nearly every package it got its hands on just a few years ago has come a long, long way. As FedEx bumbles with Kinko’s, UPS has come out ahead with Mail Boxes, Etc. And as DHL reiterates the meaning of awful customer service, Brown seems kind, compassionate, and concerned. Maybe this whole Brown campaign has infiltrated our psyche, afterall.

Endangered Companies

Nextel
Every company needs to grow. And sometimes organic growth may not be enough for your executives, your boards, or your shareholders. But Nextel was doing great. Surely, the newly enlarged Cingular looked slightly daunting to every wireless carrier. But Nextel should have seized Cingular’s distractions as the opportunity to quickly grow its business, one customer at a time. Instead, the usually stable, rational folks at Nextel seemed to panic, and its embrace of Sprint seems anything but a marriage of mutual love. The advantages of iDEN and a close culture be damned, even. Can Nextel reform Sprint? I sure hope so. But am I worried? Yes. You might even say I’m a wee bit panicked.

T-Mobile
Anybody who fires Jamie Lee Curtis needs to be examined. But hiring Catherine Zeta Jones seemed to ensure some semblance of sanity remained at Telekom. The fastest growing wireless company in America, though, seems to be loosing sight of its once steadfast lock on excellent customer service, especially in the realm of wireless data. T-Mobile has lost its reputation as the BlackBerry carrier, and its major HotSpot network will fail to carry it through the troubles ahead as a result of its delay to embrace 3G. T-Mobile still has a lot going for it, but it has got to get going if it’s ever going to survive independently in North America.

TiVo
TiVo, I love. The company’s incredibly smart, but frequently rude, arrogant, and dismissive customer service agents? Those folks, I don’t really love. When TiVo’s recent software update began killing TiVo DVRs everywhere, the company responded by offering most customers replacements for $40 or $80. That they offer an out-of-warranty replacement program at all is certainly admirable. But, in this case, the TiVo devices were killed by TiVo. And they can be easily resurrected, refurbished, and sold, making TiVo look more and more like a corporate villain. Profitability, viability, and sustainability lie in protecting your loyal customers, no attacking and stealing from them. Ask Apple, TiVo. You’ll see the light, right?

Xerox
Ann Mulcahy is a miracle worker. Turning America’s stodgiest tech company into one of America’s best, in rapid time, couldn’t have been an easy job. But she did it. Their late, but better than never entry into the colour copier and printer business may have been less-than-organic, but it’s worked out, afterall. Still, their missteps in the wide format business are disappointing, and, worse yet, their lack of a coherent, competitive sales force, and their poor showing for small businesses leaves them vulnerable. Come on, Xerox! You’re close. Don’t give up now.

Fallen Companies

FedEx
It seems FedEx and UPS have dramatically switched places. The Kinko’s merger may look nice and pretty, but it’s really a mess. The shipping business is stumbling, badly. And the corporate culture seems fatally poisoned. Is there any hope? Most thought UPS was a goner just a few years ago. But they found their way back. Maybe FedEx will. In the meantime, I know what Brown can do for me.

hp
Firing Carly Fiorina was a very, very unwise, and very, very poorly executed move. Something makes me think nobody survives firing Carly. The company is much healthier today than it was when she arrived, but without Carly, I have no doubt it will be a very different story, very soon. Too bad, really… Surely hp would have fit nicely in my Admired list.

Volkswagen
Touraeg was wrong. Wrong, wrong, wrong. Where are your hybrids? Where is the Cabrio? Volkswagen was doing so well, and then… What happened? They’ve fallen far, but someday, I think they’ll recover. Something makes me think, though, sadly, it won’t be soon…

Avoided Companies

DHL
Airborne Express was never a compelling competitor, really. Repainting some trucks and “internationalising” your brand could have helped, but it hasn’t. Your customer service is as disappointing as ever. Your embrace of technology makes grandparents everywhere look like Linus Torvalds. And red on yellow? Please. Somebody call a designer!

DirecTV
The potential DiSH Network merger a few years back was frightening. But News? That is downright bonechilling. At Hughes you were a nice toy. Now you’re a tool. With bad executive and horrible customer service. I will avoid you like the plague. And I finally understand the point behind tinfoil hats.

Dell
Texas. Republicans. You would think Dell would understand and appreciate the concept of American jobs, but they don’t. You would think they could understand quality and efficency, but they don’t. Would I buy a Dell? Never. Would I accept it if it’s free? Maybe, but probably for recycling.

Exxon Mobil
Bad business. Bad business practices. Mobil was certainly better on its own. Now, Exxon has contaminated two major brands. Somehow, I’m afraid its poison won’t stop with brand names.

News Corporation
There’s a fine line between making a healthy profit and dividing a country. News crossed that line, and veered dramatically toward splitting America apart, several years ago. The wounds will heal, someday. I wouldn’t be surprised if Rupert Murdoch is standing by, looking for some slimey way to make a buck…