Customer Loyalty Begins with Experience

So, Why Isn’t Everyone Doing This?
— Posting from my iPhone at LAX. I’m flying Virgin America today for the first time, and I’m waiting at the gate to board a flight to JFK/New York City.
I’m already impressed. When I walked up to the ticket counter, hip music was playing. The counter is lower than other airlines, so you don’t perceive a barrier between you and the ticket agent.
After my bags were checked, the agent stepped from behind the counter to hand me a boarding pass and point me to security. The way she handled ...