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It correlates :) It's so good to have you here, Jon. I unfolded my red carpet when I saw your comment. Reflecting upon what you said here about building an iconic brand, I think the difference is that the brand is built by controlling the experience, and often by others doing so brilliantly. Interaction is built through experience, which in many instances you cannot control so well -- all you can do is have it, live it. I formally request a special spot in the industry reserved for Italians ;)

Isn't it sad when the most common flaw in the market is poor human communications, and the most common and biggest differentiator is the same?

Speaking and acting politely is so basic compared to the brilliance and commitment it takes to build an iconic brand. Yet we as an industry seem to be so much better at the latter.

Where did we go wrong?

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