Pleasing people isn’t always easy.
It’s tempting to give them so much that they have to be moved by the sheer volume of your offering.
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The truth, though, is a little different.
Finding one thing that melts a heart — or, at least, makes that heart warm to your thoughtfulness — can be far more winning. Even if that thing is a very little thing, indeed.
Which brings me to United Airlines.
While United was recently witnessing negative headline after really negative headline, it made a little change to its app that I feel sure customers will (ultimately) treat as a pleasant surprise.
The idea is simple. The airline is now going to alert customers when the seat they really wanted to occupy — but was unavailable — suddenly becomes free.
You’ll tell me this is mundane.
But how many times have you booked a plane ticket and discovered that the seat you really wanted had a big X…