One customer buys based on price, another buys based on value. Only one of them will be loyal. Creating an exceptional customer experience is about culture, it is not about a department. Customer service has never been more important and the expectations never more profound. When the customer experience is what drives processes and procedures, and sets the values and standards of delivery by systems and people, the organization will thrive. This powerful thought-provoking resource will help you improve your customers experience and yours.