Are U FANATIC about Customer Experience??

While studying a report on customer experience at one of the UK based banks, I came across the term "bank puts much of its success in recent years down to its
fanatical focus on customer experience (service) . "

I wonder how many CEOs are FANATIC about the Customer Experience their company creates!! Forget FANATIC, are aware and care about it ?? Its the role of CEO to create WOW!! and Delightful Customer Experience for their all stake holders and more precisely CUSTOMERS.  

Every business is under going challenging phase ( low margins, tough competition, difficult to retain real talent , china threat ) , technology is changing rapidly ( mobile, to tab to smart TV to smart machines, innovative products and execution capabilities ) new ways of of doing business ( online, franchise, outsource, collaborate )  new age entrepreneurs ( young , energetic  with no legacy baggage, ready to challenge convention ) , govt policy paralysis ( slow to No - tax or procedural reforms forget FDI ) , high sales but low cash flow & profitability, fudging of accounts not only to manage shareholders and analysts but also to have elusive sense of self belief.  

In this grave situation only hope for survival is severe Customer Focus & creating Stupendous Customer Experience.  Yes its to the extent of Fanatical about it.

How many business plans talk about this?  How many strategy /board or owners meets have this on agenda? Wonder many businesses today struggle to survive and crying of recession!!! If customer is not your competitive advantage , what else can be??