How Do You Truly Empower Customer Experience?

When a company gets it right and delivers value, customers know it. They reward the business with their loyalty and repeat purchases and will even advocate for that business. But what is different about the companies that get it right? What differentiates their approach from competitors? To explore this topic in more detail, I recently chatted with several senior leaders about what goes into building a successful customer strategy and some of the common gaps that get in the way.