Lately, I’ve been writing so much about leadership experience in business that it has overshadowed my customer experience voice. The overarching goal is to understand what this experience looks like for the customer, understand the attending “moments of truth” and then deliver with precision and passion. Business circuitry matters on the pilgrimage to delivering a customer experience that is unforgettable. Additionally, as each employee becomes excellence-obsessed, the value chain for the customer experience will remain unbroken, pretty much in the same way that each of the hospitality individuals in my workshop experience removed all barriers to an unforgettable experience. Finally, as we move forward, let’s remember to sell what the customer wants to buy … an experience.