Every person can make a difference

Here’s a great story about a true word of mouth marketer. He’s United Airlines pilot Capt. Denny Flanagan.

He’s been known to snap pictures of pets traveling in cargo compartments with his cellphone camera and showing the owners on board. He writes notes to frequent fliers on the back of his business cards, addressing them by name and thanking them for their business. As amazing as this sounds, he’s been known to order McDonald’s hamburgers for passengers when flights are delayed. He is the ultimate ambassador for the company. I invite you to read the full article about the amazing man at the link below and see for yourself how one person can make a difference by delivering a remarkable customer experience.

http://online.wsj.com/article/SB118826634834410559.html

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