WEEKLY THOUGHTS

Here is something that caught our eye this week: Wade Saves the Day The customer experience is defined on the front line. We recently enjoyed this video of a WestJet flight attendant making the mundane task of delivering flight safety instructions during take-off into a moment of educational entertainment: https://www.youtube.com/watch?v=KRB2I0HxIAg Kidding aside, the video was a good reminder that the customer experience is frequently defined - for better or worse - on the front lines of the business, not in the boardroom. On that point, we thought a recent post titled “the $50,000 an hour gate agent” by Seth Godin made some acute