Your people know how
The human factor is probably the biggest single piece of your customer experience. If you have good people working for you, agree on the goals and then let them be themselves, it might even be this good:
Fair enough, not everyone has this gentleman's charm or musical talent - but his rap is most successful because he is initially not completely sure if he can pull it off. He shows his humanity, and that is the crucial part. He could have been equally successful doing something far less spectacular - as long as he were doing it his way.
The customers see a real human being doing something unique and - most tellingly - they know they wouldn't get anything like it from the competiton.
Are you brave enough to let your people be this good?
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