Understanding the customer experience - HBR

To be really successful on a long-term basis, customer experience needs to be seen as all these things, and more. It is the sum-totality of how customers engage with your company and brand, not just in a snapshot in time, but throughout the entire arc of being a customer.

Adam Richardson at frog design is writing a series on the customer experience and how to improve it. Looks like it will be packed with great insight.