Today on the podcast Jason and Stephen discuss the Hong Kong protests and their impact on the local economy as well as on the locals themselves. After which they dive into how to control the experience environment. A great example of the best way to control the experience environment is the one given by Disney and their chain of excellence, which starts with leadership excellence, the leader sets the standard for the employees through leading by example, cast excellence which reflects the idea that every member of the team plays a key role in your production designed to offer the best customer experience, "guestology", the process of understanding your customer's needs, wants, emotions and the preconceived notions they might have about you, by understanding them you can establish your unique quality standards by which to measure customer satisfaction.

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