I’ve been thinking about customer experience quite a bit lately. Maybe it’s because of the busy holiday season and the greater than usual number of interactions with customer service reps in retail stores, restaurants and airlines, plus all the new products Santa dropped off. How does it feel when you have an amazing customer experience? When that new tech gadget just works, or when a customer service rep goes out of their way to find the last size XS, blue mohair coat on earth? How does it impact your day? What does it mean for your business? I recently flew on Southwest Airlines and encountered a 3 hour delay. To my surprise and delight, I was awarded an apology, a $100 flight voucher and a good laugh during the stand-up comedy safety announcement once on board. These experiences affect us; they inform our decision making and position us to influence others - I’m still talking about it a month later. That’s the power of creating a great customer experience.