I’m often asked what brands I truly admire. For me, a great brand must consistently surprise and delight their customers, to the point that they become the company’s greatest marketing asset. Some brands that make the grade for me … Apple, Blackberry, HBO, ING, and Nordstrom. Yesterday I experienced two lesser known brands that show great promise. 
The first was Virgin America Airlines. I had to make a last minute switch to a Virgin flight from LA to San Francisco after finding out at the airport that my American Airlines flight would be two hours delayed (Side note: Why can’t airlines send a text message to your phone when a flight is delayed?). Boy, did Virgin surprise and delight me. Everything from a check in area stylishly designed with gleaming flat screens to hipper-than your-average-airport-employee agents, even the simple, smaller boarding pass card, made you feel like this was not your typical airline. Enter the plane and you are greeted by more cool “Virgin-ness” — laid back, fun flight attendants, a clean, modern interior design, and of course a pilot with a Richard Branson-esque English accent. You sit down in the not-just-for-first-class leather seats. Turn on the touch-screen, in-seat monitors and you can watch live TV, create an i-pod like music playlist from a large selection of albums, purchase a movie, or even order drinks and food. And my favorite part — the normally boring safety speech was transformed into an entertainment experience through a clever, well created video (www.youtube.com/watch?v=eyygn8HFTCo) that had the whole plane engaged and laughing. The plane took off on time, touched down early, and I made my meeting with a bit of time to spare. Now that’s my way to fly.
The second good experience I had yesterday was with Kimpton Hotels, a boutique chain I have used several times in the past few months. To me Kimpton is W-ish coolness without the extra attitude and price. Each location is unique so you don’t feel like you are staying at a chain. The staff is extremely welcoming. Lobby areas are homey and the rooms are neatly and efficiently designed. Beds are very comfy. Little extras like free wi-fi, wine receptions, morning coffee and paper, and local gym usage if one is not in the hotel, make me feel like they are not trying to nickel and dime you.
In the world of airlines charging you for a 2nd bag(!!) and $500+/night hotel rooms, Virgin America and Kimpton are breaths of fresh air.
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Adventures in Baby-business Sitting 