The Ten commandments of Customer Experience

1. Customers are first, center and last for everything.

2. Listen to the questions customers ask you.

3. Stop selling and let people buy.

4. Map the Complete Experience.

5. Create your brand and be the brand you create.

6. Be consistent and truthful across all your channels.

7. Act on People liking people.

8. Creating memorable experiences requires anticipation and coordination.

Fix problems before they happen, and when problems do arise (they will) pull out the stops to put things right.

9. Design every customer experience for the category of customer.

10. Employees are your first customers.

ACX and CPP Masters Program

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