In this episode I talk to Daniel Murphy (no, not the alcohol bloke!), owner of the very successful and growing Movement Therapy group.

In a strange twist, I used to manage music festivals, and Dan is definitely a connoisseur. We use music festivals as a case study in the different between "operational excellence" and creating customer magic. We walk through: 

• Unnecessary organisational (and literal) "fences"
• The gap that can often exist between "well run", efficient, and "good" customer experience
• How to get your team to reach for magic 

Thanks to Bensound for our jaunty intro and exit music, and to Fina Charleson for her production support.