As a child growing up in Taiwan, Peter Chang recalls travelling to the market with his mother. For years, much to his bewilderment, she always selected the same vendor from a line of identical shops. But then one day, Chang noticed that after his mother had paid, the vendor slipped three green onions into her bag. This weekly exchange gave Chang an early indication of the importance of building loyalty – something key to his approach during a career in aviation spanning nearly four decades.
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