Seth Godin recently posed the question How much time are you spending on the upside in your organization vs the downside in this post on his blog. He gave the example that hospitals spends about only 5% on the upside actually taking care of patients and about 95% on the downside avoiding lawsuits, further infections, etc. He then mentions that companies should actually be doing the opposite, spending the majority of their time in incredible experiences as opposed to avoiding problems. Seth mentions that companies must invest in having remarkable things happen to customers. Do you agree?