The facility story can only go so far. Yes, it can communicate values, mission and passion — but it’s still just a building. Without the human element to augment the facility story, life change is much less likely to occur. In fact, your facility story could be “weak,” and it can be propped up the […]

A fewweeks ago, we were exposed to just what little time we have to make a first impression on a guest: 7 seconds. That’s not much time to impact the thoughts and emotional reaction of these guests. Every “touch” point during a guest experience has the opportunity to build on the previous interaction, or to […]