Michael Fishman's Blog

An experience many years ago demonstrated to me clearly that the best way to experience the appreciation of a brand for its customers is to watch what they do and how they do it when they make a mistake.  In that case, without me asking, it was Disney in a stunning display of pro-active over-delivery [...]

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I finally had my first opportunity to travel on Virgin America Airlines this past Thursday, July 23, from New York to Los Angeles.    I’ve flown from NY/NJ airports to the West coast countless times over the years and typically at the 3 hour mark into the 5+ hour flight I’m counting the minutes until touchdown [...]

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