Each year presents the opportunity to take a closer look at the customer experience and how you and your team can continue to develop your influence. As you examine how you affect this process, keep in mind this central question: “How do we obsess over our customers?”...

Take a moment to consider this question: On a scale of 0 to 10, how much chaos do you have in your life? 0 is “No Chaos At All” and 10 is “So Much Chaos I Feel Like My Hair Is On Fire!”. If you find yourself answering higher on the scale, you’re not alone. Recent...