The Robin Williams Effect (see my previous post)- Companies often lose sight of (or never see it to begin with) the “delivery” side of the experience equation. They are so focused on making the best widget that they seem to forget about an equally important aspect of making something really great…the people. Passionate employees who build relationships with customers make “memorable experiences”. Fancy lobbies, comfortable beds and great food don’t relate with your guests…people do. Without their enthusiasm, creativity and ability to think, the experience will be stale and most likely very average.
So, make sure you get a fair amount of these folks on board.