How to Manage Client Experience and Customer Experience at a Small to Medium Size Company

E-Trade has about 10,000 employees. Morgan Stanley is almost 100,000, 85 year old company. Getting alignment across multiple business units and executive teams is a bit more important than when you're at a smaller company. Employees are your best advocate in terms of your brand to the client because they're the ones that many times have that day to day face to face interaction.