In our last article we spent time defining what the Customer Experience is and how it is different than branding.  In summary, the Customer Experience is all the actions we take to influence a customer’s perception of our organizations.  Given that people in all areas of our businesses can positively or negatively affect the experience customers have with our organization, it is sometimes difficult to determine who really “owns” the Customer Experience.   Although it is true everyone is responsible for the Customer Experience, as the old saying goes, “if everyone is responsible, no one is responsible.”  Given this, we must first look to determine all the areas that help shape this experience; people, product, process and feedback.