I’ll make this quick. I know you’re busy. Anyone in this business has undoubtedly been exposed to the newest darling term among the marketing consultant set: “Customer Experience” or “CX.” Perhaps you’ve even been to a seminar or read a book on the subject of crafting a cradle-to-grave strategy to delight your customers, from the time they’re prospects to after-sale support. And perhaps you’ve wondered what that might mean in real-world terms. So check this out. Bought a new car recently. (The old clunker had clunked past 110,000 miles and it was time.) Perfectly pleasant buying experience, especially for a car…
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