Management matters. Whether it's a hotel, restaurant or professional services firm, the lack of good management is ruining so many great brands out there.
Becoming epic is about conducting yourself beyond the positional concerns of branding, selling, marketing and even compensation. It's about turning the few precious moments we get with customers into deeply valuable experiences.
Something is happening to us. Part wonderful, part unsettling, It's the wholesale reprogramming of our fundamental walk through the world. And with these new behaviors come new possibilities for understanding the world, and ultimately, our selves.
