In a dysfunctional environment, the absence of pushback is a significant warning sign. Humans are highly adaptive; those who can't tolerate the system leave, while those who remain learn to cope. This creates a dangerous silence, where leaders mistakenly believe everything is fine because no one is complaining.

Spirit's troubles highlight a broader market trend where budget-conscious consumers cut back while the wealthy splurge on luxury. This pattern, once confined to goods, is now evident in services like travel, signaling a potential risk for other budget-focused businesses and an opportunity for luxury brands.

Western culture's focus on hyper-individualism leads people to feel personally responsible for solving massive, systemic issues. This creates immense pressure and an illogical belief that one must find a perfect, individual solution to a problem that requires a collective response.

Hollywood's current crisis is self-inflicted, stemming from a decades-long failure to adapt its business models and economics. Instead of innovating to compete with tech-driven services like Netflix, the industry persisted with inefficient structures and is now blaming disruptors for inevitable consumer-driven changes.

Exceptional people in flawed systems will produce subpar results. Before focusing on individual performance, leaders must ensure the underlying systems are reliable and resilient. As shown by the Southwest Airlines software meltdown, blaming employees for systemic failures masks the root cause and prevents meaningful improvement.

Companies intentionally create friction ("sludge")—like long waits and complex processes—not from incompetence, but to discourage customers from pursuing claims or services they are entitled to. This is the insidious counterpart to behavioral "nudge" theory.

Airlines are increasingly devaluing elite status by offering last-minute cash upgrades to non-status members via mobile check-in. This practice allows them to monetize empty premium seats, often leaving their most loyal, high-status flyers stuck at the top of the upgrade list in economy.

The 20th-century broadcast economy monetized aspiration and sex appeal to sell products. Today's algorithm-driven digital economy has discovered that rage is a far more potent and profitable tool for capturing attention and maximizing engagement.

To avoid platform decay, Lyft's CEO focuses on fixing severe customer annoyances, like driver cancellations. Even though a metric like 'ride completes' looked acceptable due to re-matching, he used his intuition to overrule a data-only approach, recognizing the frustrating user experience demanded a fix.