1. Thou shalt listen to customers and act on their feedback.
2. Thou shalt map the customer journey in order to understand the experience.
3. Thou shalt put employees more first.
4. Thou shalt define and communicate the brand promise.
5. Thou shalt hire for attitude and train for skill.
6. Thou shalt not covet thy neighbor’s experience.
7. Thou shalt not proceed without getting executive commitment.
8. Thou shalt empower employees.
9. Thou shalt define a purpose, vision, and strategy.
10. Thou shalt communicate, communicate, communicate.
Thou shalt have budget.
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