"The problem with obsessing over the experience is that you end up mistaking the means for the end [...] Purpose, value, safety, relevance. Weave these qualities together and you should get a better – and more precise – definition of experience that actually delivers what matters most: active, personal participation from the people who matter most to your work."
A great piece by Bryan Specht Kimpton Hotels & Restaurants
Room 301 experiment is another great case in point. https://lnkd.in/fkgnbBV
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(LinkedIn post 2019)