So that may be too long a title for my TED talk, but Virgin America knows the power of smart and smart aleck marketing and catering to the needs of clients. (They started out courting rock stars after all.) And whatever your brand is, it should extend through all the details of the company. That’s how something as simple as a ‘flight delayed’ message can turn grumpy customers into happy ones. Or at least make them a bit less grumpier. Or discover new ways to speed up people getting off the planes.