Emotions drive value.
“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou
It's not the systems, processes and brand standards you adopt that create value, it's the emotional connection that the team develop which builds brands, advocacy and long term sales and profits. It's how you make guests feel - its being different - surprising them.
Systems and processes are developed to improve effic...
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