Customer experiences remembered as great are not great in every moment. In fact, just the opposite. Most of the experience is completely forgettable at best, and a bit frustrating or boring at worst. That contrast makes peak moments more memorable. Let go of perfection.

In this episode, you'll learn about the Enterprise Pause, and why L.L Bean and Mercedes-Benz scaled back on legendarily generous services that their brands were famous for.

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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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