“ For the experience to be a great one , every single person in the experience value chain must operate with a spirit of excellence . They must all operate at their peak . If one person operates below the level of the envisioned excellence , the entire experience will be ruined .”
52 MAL49 / 22 ISSUE
“ If the customer is king , then it makes the job clear . Please the king and you remain in the kingdom . Upset the king and the king will cut you off permanently . You might even lose your head ! Products and services are not enough to please the king anymore and the king is aware of this .”