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What a difference a dollar makes

I was lucky enough to be flown to Rome first class (on someone else's dime). Delta out, United back.

Each airline gave us a little overnight kit: Sleep mask, socks, toiletries, etc.

Compare the nice reusable case that Delta provided to United's nylon sack. Delta probably spent at most $1 extra.

But the experience and perception of quality is radically different. 

Details matter. Save money behind the scenes — never cheapen the customer experience.


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