Opportunity in making it work beautifully

I enjoyed this post from David Cushman at Faster Future. He has an eye for a good photo to reinforce a point and the customer service picture from British Airways is a peach.

The basic premise is that if you answer these questions correctly:

How easy/delightful is it to find out about the product or service?
How easy/delightful is it to buy?
How easy/delightful is it to use (from the box)?

then there is a world of opportunity out there