Competing Airlines Should Start From ScratchThis is an excellent article on the power of word-of-mouth and customer service.  Word-of-mouth, by the way, can occur various ways… one of which is good publicity like this article.  It definitely makes me want to fly Virgin Airlines.  I get so sick of the crappy customer service from the others.  Way to go Branson!

http://adage.com/article?article_id=140670