What is Customer Experience?  Every time someone interacts with you as a part of their experience and it forms feelings. So the experience lives as feelings, then they become thoughts and then they become stories. These stories are what our customers tell each other about us. That is when they share their experience in online reviews and customer testimonials. Hence it is a slightly abstract thing that these are some of the ways that it becomes manifest though and some of the ways that the experience lives.   Customer experience is basically synonymous with the brand experience. Your brand is what you promise to your customers. When you meet customers’ experience, you build your company brand. People are forming feelings and thoughts and telling stories about what it's like to work with you all of the time.  How to make the experience personal?  As Ethan focused on feelings and thoughts of the customers, making the experience personal is important which can be your differentiator from others.  According to Maya Angelou, “People will forget what you said, people will forget what you did but people will never forget how you made them feel that feeling is the foundation for our thoughts and ultimately our behaviors.”  Hence here are the ways to make the customer experience personal.   - Face to Face meeting  - Micro Conversation  - Video relationship