Experience management is a matter of details management

When a guest is asking for directions to a Disney cast member, they are trained to point directions with 2 fingers or with an open hand. They will never point with just one finger, because this is very impolite in certain cultures.

It’s one of those details that you will never notice, but it could create a negative experience to some guests if you don’t take it into account.

Details can make or break your total experience and so influence the conversations people are having about your brand.