Business consultant Scott McKain, filmed at High Point University's Alo restaurant, breaks down the fourth cornerstone of distinction: a customer experience focus. He explains three dimensions of any customer interaction—processing, service, and experience—and describes how the trademarked 'ultimate customer experience' is built by removing roadblocks and training people well. He ties this to HPU's premier life skills program, which uses the Alo restaurant to teach students how to create superior experiences for future employers and customers.