Customer experience is all-encompassing. There are so many interactions, moving parts and so many ways it could be improved. Without a clear vision of where you want to end up, this process can just be too exhaustive and produce poor results.

"It's our goal to know our customers' needs as well as or better than they do." ~ Michael Dell

Take the time to develop your ideal situation. How would you give your customers the best experience? What would be the perfect scenario for the customer's interactions with your company, customer care, customer service and customer relationship management?

"After-sales service is extremely important; it is through such service that you get permanent customers."
~ Konosuke Matsushita

Be focused. Once you've really nailed down how you want those things to go, you can start to make a concrete plan to get there. But without this plan, you may implement changes that don't benefit the company.