A Customer Experience Expert Practice: Know Your Brand's Storyline, Then Set The Scene

The discussion among customer experience experts and consultants often turns to individual details that make up the customer’s so-called journey.  If you're in charge of crafting your own customer experience at your company, brand, or division, I want to caution you to not let this detail-orientation get you off track: Though I applaud attention paid to all the details that, together, create the customer experience, it's also important to be aware of what those details are working in se...