If the future of customer experience looks anything like Nike On Demand, we've got a lot to look forward to.

Many follow-up customer surveys are just a drag but it doesn't have to be that way. We spoke with Jordy Leiser, CEO of Stella Service, about new ways to look at these tools that go beyond asking people to answer 30 questions.

How does a brand make sure the product experience matches the marketing experience? Communication is key - especially with customers. A diverse panel of marketers explored that topic and more during a panel on customer experience at the MediaPost Brand Marketers Insider Summit last week.

The world of customer service has an awards program of its own and it's called the Stevies. Part of the program is a worldwide public vote and this year's customer choice award for retail went to Chewy, the pet supply purveyor.