Robert Howard is the Founder and Chief Executive of ClearBrick LLC, a leading provider of customer experience business solutions, research, and advice.
Find out how to develop your own Customer Experience Blueprint.
Losing site of the big picture can happen to even the best of businesses. When short-term business challenges inevitably arise, decisions can be made in haste to address them. Without a master plan, those seemingly innocent decisions can begin to create a burden for the company in the long run. Most importantly, they can ultimately cripple the customer experience.