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“Customers and employees live in the same world: reality is nothing but a series of electrical stimuli to the brain. What we think we ‘see’ is a pulse of energy to a completely dark part of the brain. However, if we get on the same wavelength as other people, we can try to change that reality. In some way that I don’t understand joy is infectious, as enthusiasm and love. Or indeed sadness, depression, or hatred – things that can be picked up ‘intuitively’ by customers and other employees. In order to improve performance, we have to create mechanisms that keep these positive stimuli alive.”  The Witch of Portobello