The expectations start with your brand, and too often the marketing to customers is handled completely separately from the actual experience of customers.

Customer Service = Reactive

Customer Experience = Proactive

If you can find an hour, you can do the following to help improve your customer experience.

Your customers are screaming. And you aren’t hearing them. It’s time to change that.

We can all learn something (from Borders)…look for ways to go where our customers are going.

When you try to look at your own project, business, or even employees without a sharply tuned critical eye, you end up with a viewpoint that inevitably provides some data, but not necessarily the right kind.

Companies, employees, customers, products, org charts and, of course, entire economies can change pretty rapidly.

Asking questions without limitations can lead to a better experience for your customers.

Processes involving humans (that is, ALL of them) require lots and lots of reminders, revisions and revamping.

They can beat you by taking advantage of your mistakes, playing through a few bad breaks, faking you out or just connecting more passes.