This slide took 10 years to create! (It came together on a Baahstan-Zurich redeye last night.) As you may know, I'm newly/oceanically keen on "PSF = Everything." Now I've got my equivalent to the Pine & Gilmore "experience ladder"—namely, the "PSF Ladder." As an added twist, I've invented "Lovemark Leadership" as the BASE. I know it's cryptic, but I especially think it melds Our Vision with where we want to Take Our Clients. Comments???