12 Principles for Turning Customers and Employees Into Lifelong Fans

john peco's new book, 12 principles for turning customers and employees into lifelong fans. The key to principle is the idea of really engineering the customer experience so that you are creating more and higher peaks and fewer and less deep valleys. One example i talk about in the book is with southwest air lines, where they actually a for many yearsa cr they send out mail to passengers the night before their flight telling them about the direct t v on board.