“Being respected is nice. Being spoiled is wonderful.”

Rushing through the Cleveland airport (which I always seem to be doing when in Cleveland lately), I saw a Continental Airlines poster that included the line above, give or take a few words (since I was rushing, I didn’t have time to take a picture).

Anybody responsible for addressing customer experiences can use the statement as a great starter for innovation. Ask: “What could we do to treat our customers so special that they’d feel as if we were completely spoiling them?’

The answers can be powerful in dramatically enhancing experiences for your customers.