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Strategic Questionnaire

1. Have you defined the emotions you are trying to evoke in your customers?	Yes No

2. Have you defined the customer experience you’re trying to deliver?	Yes No

3. Is your customer experience deliberate, e.g. is it thought through, documented, and planned?	Yes No

4. Are you losing customers despite having a high customer satisfaction score?	Yes No

5. Is your customer experience better than your competition?	Yes No

6. Do you know which little things have big impact on your customer experience?	Yes No

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Do You Know?

Why do 95 % of senior Business Leaders say that the Customer Experience is the next competitive battleground?

What is the “Customer Experience” you trying to deliver?