I believe that business leaders should treat customer experience is an imperative. Yet, there are still some parts of the business world where “customer experience” is a new word.

With that said, I jumped on a chat with Kerry Bodine, co-author of Outside-In. A new book about why organizations should focus on customer experience, and how.

One of the challenges in understand what customer experience means, is understanding that there is a HUGE difference between customer service and customer experience. Most think that customer service is customer experience.…