In today's market a quality product or service that is competitively priced is just a starting point. Many companies offer very similar, or even identical, products and services. As a result companies invest considerable resources trying to differentiate their product from those of their competitors. However this focus on product misses one key truth. In many businesses the products and services themselves are almost identical. Few meaningful differences may exist. Today the overall experience your customer has with your organization can be the most significant factor in determining whether or not they will continue to do business with you. Yet most companies are challenged to really understand just what kind of experience their customers are having. Experiata Inc. has developed the Customer Experience Monitor™ a clear and powerful mechanism for helping companies identify, measure and manage the key customer experiences they need to improve in order to enhance customer experience and share of business. This innovative approach combines quantitative measurements with on-site Customer Alignment Workshops where the organization develops a specific plan of action to improve share of business with customers and prospects.