Questions About Satisfying Your Customers

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 each situation in which your prospects/customers interact with your company?
• How do your customers want to interact/transact with your company?
• What structures are set up so that you can consistently listen to your customers?
• What are customers’ experiences at each company touch point?

Satisfy

• What are the satisfaction drivers of each customer segment?
• Why are some customers more or less satisfied than others?
• How does customer satisfaction relate to customer loyalty and cash flow?
• Which customers do you most need to satisfy given their importance to the company?

Quickly and Effectively

• What customer feedback mechanisms are in place?
• How quickly does customer feedback get translated into action?
• What customers should you be listening to the most?
• How is effectiveness measured in terms of the customer?

Adapting

• What is the process for acting on customer feedback?
• How is customer feedback incorporated into current goals and objectives?
• What change management processes are in place to facilitate adaptation?
• Why was adaptive change successful in the past?

Changing Needs

• What do your customers want?
• What do your customers need?
• What events or patterns correlate with the changing needs of your customers?
• What can you do to anticipate the changing needs of your customers?

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