This past week, two articles in the Wall Street Journal caught my eye.  One article highlighted the NBA’s new emphasis on enhancing the season ticket holder’s customer experience with special promotions and public recognition. The other article analyzed Wal-Mart’s recent decision to sweeten their bonus program for hourly and long-term employees.  It appears that employee morale has been slipping lately at Wal-Mart, and the hourly bonus program is going to motivate more smiles and better customer service.