Is “Service Roulette” Driving Customers Away from your Business?

20 Questions for your Customer Experience

Here are 20 questions to keep you on your toes and push you to continually improve the customer experience.
  1. Is our customer experience clearly defined?
  2. What do our customers value?
  3. What are we doing to set clear expectations?
  4. How are we measuring performance in our core business?
  5. How do we stack up to customer experience strategy leaders?
  6. How are we sharing with our customers…what’s our transparency level?
  7. How are we listening to our customers? Do they feel comfortable sharing with us?
  8. Will customers recommend us…and more importantly, do they? Why?
  9. Why do our customers continue to do business with us?
  10. Are we designing and tailoring our system offerings to match market demand and customer values?
  11. Which processes are working extremely well; how can we spread those?
  12. Which processes are working poorly; how can we improve/eliminate those?
  13. What else needs to be measured?
  14. How are we rewarding great service?
  15. What motivates our employees? Are we aligning that with our customer experience goals?
  16. What are we learning from our promoters? Our detractors?
  17. How consistent are we; how can we improve?
  18. What do our customers complain about; how can we eliminate that?
  19. What do our customers rave about; how can we build upon that?
  20. Is our hiring process aligned with our customer experience goals?

Great product videos: High Pressure Shower Heads