Mark Hurst with has written a very clever post he’s calling an “exercise in customer experience.”

He asks: Which of these is a better experience?


1. When you walk into the restaurant, the hostess welcomes you warmly and takes you to your table. The interior decoration and overall ambience are attractive and comfortable; the food is delicious.

Or, at a different restaurant…

2. The restaurant is called “The Jungle Experience.” Upon entering, the hostess asks you how many are in your “safari.” As you sit at your table, a fine mist of water sprays from a sprinkler hidden in the plastic foliage surrounding the dining area. The menu items are all named after rare tropical animals. You have the simulated experience of dining in a jungle, although the food isn’t very good.

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