It’s about the culture, dummy

 In reading The Experience Mindset and disagreeing with it philosophically on a number of levels, I’d like to drop in my $0.02. 

Companies have fundamental beliefs about people. Whether they are customers or employees, companies tend to see people as either needing to be forced into compliance or as willing partners. 

A “forced compliance” company may provide an exemplary customer experience - they can get the technology and processes spot-on. And partner companies can lean into repair rather than getting it right the first time.

But you can tell the difference as a customer.