Creating a customer experience mission statement

- There are certain brands that come to mind when I say great customer experience. These are the brands you are probably thinking too Amazon, USAA Insurance, Costco. Then they're the ones who come to mind when I say bad customer experience. We won't name, names here but I bet you thought of an airline, internet or mobile provider, or maybe just the last organization that disappointed you as a customer. Amazon, USAA and Costco, don't get it right 100% of the time but they do well most of the time, and many customers feel the best experience they have as a customer in any industry are with these brands. So why is that, why do some brands get it so right and make the customer feel recognized and respected? And some get it well, so wrong. Brands who do this really well, have a clear vision of who they are as a brand and what promises they've made. They understand who their customer is too. And design the experience…