To audit their decision process, leaders can ask some simple questions:

• What shortcuts are we employing?
• Is the team converging prematurely on a single alternative?
• Are experts exerting undue influence?
• Have we drawn the appropriate analogy?
• Are we engaging in herd behavior?

Author: Michael A. Roberto
Source: Making Difficult Decisions in Turbulent Times
Subject: Decision Making Questions

Scholar and ethics consultant Laura Nash suggests twelve questions that can help leaders avoid the mind game of over simplifying. The following questions may raise ethical issues not otherwise considered, or help generate a variety of “out of the box” alternatives. Before settling on a solution, ask yourself the following questions:

1. Have I specified the problem accurately?
2. How would I describe the problem if I were

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Author: Charles D. Kerns
Source: Why Good Leaders Do Bad Things
Subject: Decision Making Questions

CustomerSat offers a list of 2000 sample customer survey questions that could be useful as you contemplate crafting your own questionnaires.

Author: Patricia Seybold
Source: Perfecting Your Profiles
Subject: Customer Questions

• How often do you interact with each customer?
• How often does the customer interact with you?
• How frequently does the customer purchase from you — tracked by channel and across channels?
• When was the last time they purchased or interacted with you?
• What is the value of the average order they’ve placed with you?
• How is that order size changing over time? How many categories of your products

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Author: Patricia Seybold
Source: Perfecting Your Profiles
Subject: Customer Questions

Adding Value

• What do your customers value?
• What criteria do your customers use to determine value?
• What do you do that your customers value most? Least?
• Where is customer perceived value migrating?

Customer

• Describe each of your customer segments?
• What benefits are each of your customer segments looking for?
• What customer segments are growing the fastest? The slowest?
• Why do your customers defect to the competition? Why do they stay loyal?

Consistency

• Describe

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Author: Michael L. Perla
Source: What Are You Trying to Accomplish?
Subject: Customer Questions

There are two ways to take this test. As an employee, you can use it to gauge the strength of your loyalty to your current employer. Customers can also complete the survey; the results provider a sense of how loyal they feel toward a particular company.

1. My company really cares about building a relationship with me.
2. My company values people and relationships ahead of today’s profit.
3. My

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Author: Fred Reichheld
Source: Satisfaction: The False Path to Employee Loyalty
Subjects: Customer Questions, Human Resources Questions

• How do we learn from customers what they need? 
• How do customers see us now? 
• Do you treat different customers differently?
• Do you create a learning relationship with your customers?
• Do you keep your customers?
• Do you organize around customers?
• How much time do you spend with customers?
• Is that more or less time than the answer for last year?
• Is your company able to get a 360-degree view of customers

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Author: Katherine Catlin
Source: Partners For Innovation: The Ultimate Competitive Edge
Subject: Customer Questions

• Do you know what your customers really value most about your product?
• Do you know what irritates them about dealing with your organization … or your competitor?
• Do you know what problems they will face in the years ahead? And what future competitive challenges you can help them overcome?

Author: Katherine Catlin
Source: Partners For Innovation: The Ultimate Competitive Edge
Subject: Customer Questions

Take a moment and imagine that you are one of your company’s customers. Fill in your company’s name in the blank and read each statement.

1. [ _________ ] is a name I can always trust.
2. [ _________ ] always delivers on what it promises.
3. [ _________ ] always treats me fairly.
4. If a problem arises, I can always count on [ _________ ] to reach a fair and

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Authors: Benson Smith, Tony Rutigliano
Source: Salespeople Who Engage Customers
Subject: Customer Questions

Ask the customer to respond to the following questions with a rating from one (lowest) to 10 (highest):

• Are your calls to us answered promptly?
• Are our customer reps helpful and knowledgeable?
• Are your orders filled correctly?
• Are you informed about new products or product changes?
• Are we easy to do business with?
• Are items you order received in good condition?
• Are items you order received promptly?
• Is our billing accurate?
• Are

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Author: Tad Leahy
Source: All the Right Moves
Subject: Customer Questions