It was a audio ad of some kind promoting something FastCompany is doing in Philadelphia. Ironically, the Fishman piece is about bad customer service. Still, it's a good piece. The hard part is everything but the service. The hard part is how companies think about what they are doing and how they behave as a result.
Airlines think of themselves as factories that manufacture revenue-seat miles.
Airlines have been tuned in to the efficiency of their manufacturing operations, not to the quality of the journey that they provide. That's my quickie for today. We're driving back to Santa Barbara in a few minutes.