Customer Value

• Customers in Today’s Marketplace
• Moments of Truth
• Exercise: Moments of Truth
• Manage Total Cust. Experience.
• RATER Factors
• Exercise: RATER Factors
• Decide who the Customer is
• Exercise: Customer Retention Grid
• Ask the Right Questions
• Exercise: Brainstorm Qualitative Qstns
• Exercise: Questions for Value Stream
• Balance Performance/Importance
• Hockey Stick Loyalty
• Practice Service Recovery
• Exercise: Customer Complaints
• Align the Value Stream