Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Cos, a very large family owned business that provides moving and relocation services - as the agency for a national moving company brand.   In our conversation, Dave and I discussed how he leads customer experience in a family owned business, and as an agency to a larger corporate entity.   He details his very rigorous approach to culture development and employee engagement,as well as accountability - which i found to be very refreshing and clear and actionable.