I fly for work. A lot. My commute usually involves planes, not trains or cars. In all these years, I haven’t left anything behind on a plane, until a recent family vacation to Orlando when I left my iPad mini in a seat-back pocket. Three hours later, when we checked into our hotel room, the iPad-sized in-room safe had me searching for my device. The last thing I remembered was trying to prevent my kids – Thing 1 and Thing 2 – from fighting over it after we landed by tucking it behind the inflight magazine. It worked so well that even I forgot about it! What followed was a great example of how a single aspect of user experience (in this case, customer service) can make or break the overall customer experience.