JetBlue scores captains because they can control a lot of the passenger experience, Mr. Hayes said, easing customer anxiety with frequent, personable updates.

WSJ: What United, American, Delta, Southwest, JetBlue, Alaska, Virgin America Airlines Learn From Customer Surveys

Updates Streamed Instantly to the Start Screen: NOOK for Windows 8 features live tile image integration that delivers real-time updates right on the device's Start screen, including the customer's current read, specific progress within a book or magazine, latest periodicals or pre-ordered titles recently delivered to customers' Library, and more.

ENGADGET: Nook app comes to Windows 8 with clean Paper-like design

This is your rollout of the new product offerings, business model updates, and process changes to map to the new understanding of the customer buying process.

FORBES: 5 Steps to Sell the Way Your Customers Want to Buy

In future updates to delta.com, customers will see additional service improvements which will include more robust customer alerts, improvements to flight search results, enhanced information displays and greater personalization based on their past travel behavior.

ENGADGET: Delta introduces Fly Delta app for iPad, iOS 6 Passbook integration