Difference between talented and professional athletes is consistent performance.

You don’t become a professional skateboarder by nailing a hard trick once and getting it on camera. You become one by nailing it consistently, again and again, in competitions and live events.

In products and services design achieving great experience is hard due to many moving parts and dependencies. Achieving it again and again even harder. Scaling it to new geographies, a growing number of users, and delivering consistently is the hardest.

Making your restaurant customers happy every time they visit, no matter what, is an achievement. Replicating experience in 10, 100, 1000 locations is the sign of pure management genius.

Do you have the tools to measure, fix, and prevent inconsistencies? Do you focus on consistency or scale first? Is there a reason Apple opens new retail locations at such a slow pace? :)

Designing experiences