Funny, I listened to this recently and had exactly the same reaction. The cheesy audio jingles aside, the idea of contemplating your customer's experience in terms of stars ("What's a 1-star experience? What's a 6-star experience?") was a really neat way to think about product vision.

I also loved the idea that you can't just ask users "what would make this better?", but rather "what could we do that would make you tell all your friends about this?"

Overall, great examples of how when humanism comes first and tech comes second, the results can be magical.