Check out a recent article on CustomerThink about having customer service/customer experience teams actually live the real customer experience that is delivered by your company.
The basic premise is that to deliver a great customer experience and truly understand the process, every employee needs to experience themselves; from the first introduction, to exploring the packaging, the advertising, the purchase process, actually using the product, and then lastly, interacting with the company.
Be the customer. See the customer. Hear the customer.
