Creating an immersive customer experience does more than just show consumers a good time. Today, Jody and I discuss the value of an onstage vs backstage mentality.


Often our customers judge our attention to detail and our ability to provide quality service based on seemingly unrelated standards. A burnt-out light bulb may very well represent how much care you put into your flagship offering.


It is a leader’s responsibility to train their team that personal discussion stays backstage and it’s all about the customer experience onstage. Take measures to ensure your team is following through on the details small enough to miss but big enough to set the tone.