Shawn Nason is an Experience Evangelist, as well as the Founder and CEO of MOFI, a human-obsessed boutique design firm passionate about reimagining Experience Ecosystems. In this interview, Shawn talks about humanizing the business across key touchpoints such as the customer experience, employee experience, and the digital experience. With a background in finance, Shawn connects the dots and justifies how investments in the experience can significantly reduce costs in turnover and marketing, resulting in boosts to both the top and bottom line of the business. Shawn also walks us through the Experience Journey Promise, which is different from a mission and vision statement, as it is directed internally toward employees, yet sensed by customers and it leads to building consistency, confidence, and trust in the business. When asked for his guest experience philosophy, Shawn says that you should strive to make every guest feel like a VIP.