Pike Place Fish Market has spawned (!) at least two different motivational approaches for delivering a remarkable customer experience. One has to do with Flying Fish Presentations; the other with the Fish! Philosophy which Sandy Smith [whom you may remember from Getting More Customers By Articulating Expectations: Sandy Smith] described during a presentation to NTCA 5-Star Contractors.
Do you think much about your buyer's purchase process aka their buying cycle? It's sometimes referred to as the sales funnel, too.
From what I have observed researching websites and speaking with business people, many don't. Call it a legacy of the website-as-brochure mentality.
You'll see this manifested via a home page that never gets to the essence of what's being sold on the site.