Recently I received a letter from British Airways’ frequent flyer program, thanking me for my loyalty and providing me with a Golden Ticket. The letter mentioned the airline’s ongoing investment in new aircraft and cabin features. It also stated that service is fundamental to the delivery of their brand promise: “To Fly. To Serve.” The

Most companies and service providers are like all the people who just keep walking-living by the rule of “It’s not my problem.” But, there are some special people who step out of their way to place your needs above their own. Yet because it’s so rare and unexpected, we often don’t show them the gratitude they deserve.

Profitable every year since the beginning, Singapore
Airlines (SIA) frequently wins international awards for
top customer service and in-flight quality. Here’s how they do it.