plan


1. Think of your ideal business. List all the tasks/activities that need to be done. Next, list who is responsible for completing each task/activity.

2. Answer the following questions for each person on your team.






3. Answer the following questions for your core processes:

 





 

4. Answer the following questions for your enabler processes:

 





 

5. Answer the following questions for your other processes:

 





 

6. Describe how you want your customers to feel after interacting with your business or products.

7. What do you do to ensure your customers feel the way you describe above after every encounter?


8. How do you know if you are meeting your customers' needs?

9. What do you do to get feedback from your customers?


10. What do you do to build relationships with your customers?


11. What do you do to personalize the experience your customers have with your business or your products?


12. What are the sources of delight for your customers in your business?


13. How is your customer experience different from your competitors?