If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.

A lot of companies have chosen to downsize, and maybe that was the right thing for them. We chose a different path. Our belief was that if we kept putting great products in front of customers, they would continue to open their wallets.

As I see it, fast food outfits have targeted small children with their advertising in a very effective way. You know, it’s clowns and kid’s toys and bright colors and things like that.

In business, the idea of measuring what you are doing, picking the measurements that count like customer satisfaction and performance… you thrive on that.

Our DNA is as a consumer company – for that individual customer who’s voting thumbs up or thumbs down. That’s who we think about. And we think that our job is to take responsibility for the complete user experience. And if it’s not up to par, it’s our fault, plain and simply.

I take a lot of pride in the work I do, because people pay to see me. They’ve got to get babysitters, park their car, get popcorn and candy. I’ve got to be conscious of that.

I don’t think so, in that Virgin is already a global brand. Brands like Amazon have had to spend hundreds of millions of pounds you know, building their brands, whereas Virgin is already well-known around the world.

A complaint is a chance to turn a customer into a lifelong friend. I say that seriously, not as some press release baloney.

Some companies out there quote a start of production that is substantially in advance of when customers get their cars.

The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.

This is what customers pay us for – to sweat all these details so it’s easy and pleasant for them to use our computers. We’re supposed to be really good at this. That doesn’t mean we don’t listen to customers, but it’s hard for them to tell you what they want when they’ve never seen anything remotely like it.

You can’t just ask customers what they want and then try to give that to them. By the time you get it built, they’ll want something new.

Be willing to use yourself to get out there and put the company on the market. If you have to make a fool of yourself, make a fool of yourself, but make sure that you end up on the front pages, not the back pages. In time, it’s possible that your company will stand out from the crowd, and you’ll be successful.

We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.

I’m a big fan of all-you-can-eat plans, because they’re simpler for customers.

Nothing ruins your day more than getting a bad review.

Your most unhappy customers are your greatest source of learning.

I’m well past the age where I’m acceptable. You get to a certain age and you are forbidden access. You’re not going to get the kind of coverage that you would like in music magazines, you’re not going to get played on radio and you’re not going to get played on television. I have to survive on word of mouth.

By putting the employee first, the customer effectively comes first by default, and in the end, the shareholder comes first by default as well.

I can be accused of trying to be commercial sometimes.

People hear about stuff from their friends or a magazine or a newspaper.

As more airlines consolidated and grew larger and more focused on the bottom line, flying in the U.S. became an awful experience. Despite moves to block our airline from flying, Virgin America began service in August 2007 – with the goal of making flying good again.

So I’ve seen life as one long learning process. And if I see – you know, if I fly on somebody else’s airline and find the experience is not a pleasant one, which it wasn’t in – 21 years ago, then I’d think, well, you know, maybe I can create the kind of airline that I’d like to fly on.

You know you’re not anonymous on our site. We’re greeting you by name, showing you past purchases, to the degree that you can arrange to have transparency combined with an explanation of what the consumer benefit is.

You want your customers to value your service.

I remember auditioning for record labels and having them tell me, ‚Well, the country-radio demographic is the thirty-five-year-old female housewife. Give us a song that relates to the thirty-five-year-old female, and we’ll talk.‘