One of the key principles of Experience-Based Differentiation (EBD) is: Make customer experience a discipline. When I talk about that principle, I always tell organizations that they need to engage employees in the process. Why? Because your employees can make or break any experience.
Walt Disney captured this extremely well in this quote that I ran across:
You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.
The bottom line: When it comes to your people, don’t mouse around.