Last week we began thinking in depth about the customer experience - exactly what do we expect a customer to experience with us and how do we predict they will feel at each step in the process? Our objective is to create an in-depth map of how a typical customer might buy your product or service and how you can best enhance their experience and minimize any problems. I'm a big fan of this approach - but how about you? Do you think this is a good way to go about making a major change or introducing a new product or service? Pros? Cons?