Mr. Hawkins Takes an Airplane Ride

The other day, co-host Sterling Hawkins did something he hadn’t done for several months: he took an airplane trip. On this week’s podcast, he talks to Kevin Coupe about the experience – from his front door to the airport, the boarding area to the flight, and to his arrival in Denver,  then back again – and identifies the little moments and big adjustments that characterized the trip and how businesses have adapted to a new reality. The bottom line: the airlines that are working overtime to build up good will among customers have to be careful not to squander it, just as retailers need to think about how they will remain “essential” in a post-pandemic environment.