" What does exceeding customers’ expectations for this experience look like? 15 • The lobby is clean, neat, well lit, and beautiful. It is decorated with interesting artifacts from the company’s history with little cards explaining the significance of each one. A running fountain and a small indoor pond create a soothing oasis from the noise of the street outside. • The receptionist’s title is Director of First Impressions. She understands the strategic importance of her "

― Michael Hyatt , Platform: Get Noticed in a Noisy World