On a recent dash through Tokyo's Narita airport, I spotted a case full of beckoning cats. They're called Maneki Neko, and they're a spirited Japanese tradition that goes back to the 1600's. Cute, sure. But Maneki Neko have a quite important purpose: in the doorway of a business they beckon the owner's wish for the future.

Ingrid Lindberg is CIGNA's Customer Experience Officer, where she spearheads the organization's cultural and customer experience evolution.

Perhaps revolution is more accurate. For years, health care insurance providers like CIGNA have considered their customers to be employers who purchase insurance for employees. It's only been in the past few years that these organizations have started to realize that the individual consumers they insure are customers too.

I'm back in the office, after two weeks of sun, fun and Kiwi culture in New Zealand. On the plane on my way down, my seat mate and I got to chatting about our work. She heard about my book Domino, and then asked in a heartbeat, "Can a country have a customer experience?"

Last week I shared the first part of my Q&A with Ingrid Lindberg, CIGNA's Customer Experience Officer.

Customer studies and statistics. The web is full of them. You’ve seen them, right? You’ve probably seen this stat from Nielsen: “90 percent of online consumers worldwide trust recommendations from people they know and 70 percent trust consumer opinions posted online.”