When You Think of Bitter, Who Comes to Mind?

Seth Godin wrote a powerful post today on generosity. And I wasn’t surprised that the single example he used to illustrate the opposite of generosity was airlines. And the killer of generosity is bitterness. You may have noticed while traveling on airlines like...

When Cheerless Flight Attendants Offer Cheerful Greetings

Yesterday I came across a when-the-marketing-department-goes-too-far term: branded salutation. In a blog post this week, Annie Murphy Paul, a journalist who focuses on the science behind learning, writes that Walgreens employees have been instructed to complete...

Southwest Airlines puts civility back into boarding

In the last month, I have had occasion to fly Southwest eight times, unusual because I have always disliked WN and do everything in my power to avoid it. My distaste, I recently realized, has been based primarily on open seating. Everyone has their airline hot button,...