During the last five years, a small number of organizations have been featured multiple times in my writing. In the vast majority of cases, I have used these businesses as a way of bringing to life global best practices in the field of customer experience management.

It is inspiring to be able to share insight and ideas from those who have been able to take the principles of customer experience and firmly embed them into the very fabric of the way their companies work. Recently, I wrote about Jeff Bezos and why I believe he is a, if not the role model for customer-centric leaders.

I am always overjoyed when others read my ramblings, adding their thoughts, perspectives, opinions, and insight to the topics I feature. A good friend of mine read the Bezos article and contacted me shortly afterward.

“Did you know that Amazon has actually embedded 14 leadership principles into the way they work?” was the question posed to me. I did not. As I say on a daily basis: One of the wonderful things about specializing in a subject is that I never stop learning more about it.

 …