James Wallman is the Founder of the World Experience Organization, which is focused on bringing together individuals and companies across multiple industries to share, collaborate, and innovate on the best ways to deliver a superior experience, regardless of the setting. James talks about the shift in people’s desires from stuff to experiences, especially as we continue to emerge from the pandemic. James suggests that the business is responsible for creating the environment for the experience to exist, yet it is up to the customer or guest to have the positive experience for themselves. To understand this further, pay close attention to what James describes as a “palate cleanser,” the threshold that your guests cross to enter your facility by leaving any issues behind, so that their experience is built on a clean slate. How can you apply that to your business?