John DiJulius writes that the customer experience can be viewed through this formula: Reality – Experience = Customer Experience. I would change this a bit, to Reality – Expectation = Customer Experience. Clearly, this formula can lead to a negative number. The nice thing about this formula is that it forces the person employing it, in our context a lawyer, to recognize that its about what the customer thinks he or she experienced and what the customer expected, rather than what the lawyer’s thinks the customer experienced or expected. Focus on the Customer Experience from the customer’s perspective is critical if you want to be known for the quality of your customer service.