In this great video, Dennis Snow highlights the importance of taking every opportunity to create a better experience for the customer. He makes an important distinction between “task mentality,” where the focus is on just getting things done, and “experience mentality,” which looks for ways to make things better for the customer in every aspect of the experience. This serves as a valuable reminder that even when other tasks or objectives may seem more pressing, the customer still needs to be central to your approach. What makes places like Disneyland so magical and memorable isn’t the multi-million dollar rides. It’s the experience.