If you fly a lot, or even if you don’t, this article says bushels about how small changes in customer experience will alter a satisfaction score forever.
Customer satisfaction — for a price
I remember the days when the peanuts were honey-roasted and every seat came with a blanket and pillow. That was nice. Flying has always been irritating, but at least there were certain complimentary perks to help make the experience a bit more enjoyable.
Now, passengers are lucky if they get an armrest and a little baggie of dry-roasted peanuts.
~Bob
