Broadbent and Bezos are just two of many c-level executives who are focusing more than ever on the customer experience, understanding the role it plays in the current and future success of their business. In today’s retail world companies are no longer in the driver’s seat when it comes to their relationships with consumers. Customers hold all the power now with Web and mobile devices affording them the opportunity to change brands without a second thought and voicing their opinions about it through social media. As a result, retailers have come to realize that their best chance of long-term success is to provide a superior customer experience. And if they haven’t come to that conclusion yet, they really need to…and soon.