As an organisation what customer values do you have? Within market places that have such similar products what can give your company the edge that it constantly seeks?
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Who are our customers?
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How do we currently interact with them?
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How do they perceive us?
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How do we think we are perceived?
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Do we understand what our service delivery proposition is?
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What features are most important to our clients?
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Where are the gaps in our delivery?
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How does this appear to our clients regarding our behaviours?
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What actions and behaviours underpin excellent service?
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How do we measure, monitor and reward these behaviours?
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How do we measure the business benefits of improved service?
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How do we maintain any cultural change?
