I want to pass something along that you might find helpful. Bruce Temkin is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. He comes with a very good resume with experience at Forrester Research and GE. He has an MBA from MIT Sloan School. His blog is worth putting in your favourites.
Bruce has written extensively on the importance of the customer experience so his views are perfectly aligned with Maritz’ own views on the subject.
Check out his Six Laws of Customer Experience at the link below. Enjoy and let me know what you think.