Fans show up to a show, performance, service, etc for the experience. The music, the lights, the atmosphere, it all comes together for what most describe as a "magical moment". For most, that's all they see. I remember some of the first concerts I ever went to. It was like magic. Sure things probably didn't go exactly according to plan, but I enjoyed it and I was none the wiser that things maybe didn't go 100% smoothly. But I've also been to some concerts and events where things didn't go well at all. The experience wasn't magical. That got me thinking; what makes these experience different? Neither was perfect, but yet some are magical and some are not.