Isn’t it odd that oftentimes several organizations offering the same product or service can produce such different experience outcomes? If you’ve ever flown on an airplane, the experience between certain carriers is largely varied. Or, if you’ve been to the grocery store--there are major differences between the Wegman’s of the world and the “others”. I would suggest that an organization’s people and internal processes are what make the most difference in experience outcome. The physical setting sometimes plays into it--but you all know that “hole in the wall” restaurant that delivers great food, great service and a delightful experience.