Mark Murphy | November 14, 2012 11:45 PM ET
The Rules Be Damned!
In this business, you need to delight your customers. In other words, do the opposite of what some airlines do. Last week I was in Toronto for a couple of days of meetings. I flew Porter Airlines out of Newark and enjoyed the easy access via security and landing in downtown Toronto. This airline literally lands you on a small island that is just a two-minute ferry ride from the business center of Toronto.
I was absolutely delighted with the entire process, from start to finish, on my flight to Toronto. I actually felt good about an airline for a change!
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