Ben Schlappig observed that airline executives have extreme knowledge of competitors, either knowing almost nothing or an exhaustive amount. He noted a strong correlation between airlines with excellent passenger experiences and those whose executives closely monitor competitors. The author then posited that companies solely focused on financial spreadsheets will struggle with quality. Tim Cook, while a "spreadsheet guy," understood Apple's core mission of delivering great products and experiences. However, the author suggests that Apple's decision-making has incrementally shifted towards quantifiable numbers under Cook. The author believes that not everything crucial can be assigned a numerical value. Therefore, Apple requires a CEO capable of making significant product decisions based on intuition. The author views Ternus as a positive change in this regard. The author argues that a CEO prioritizing spreadsheets over products will hinder long-term quality.