- focused period of time, the team, specific deliverables, tested on website users
- week-long event, your users, website ideas, pitched to management.
- quarterly meeting, stakeholders, guiding principles, implemented on the website that quarter.
- sporting event, your team, athletic events, used for team-building.
When customers expectations are exceeded The customers ﬁrst experience When the customer feels conﬁdent they will get what they expect When the customer got what