Homework
What is your usual response time for customer and client requests?
Could you improve your on-demand response time? In which areas could you accelerate?
Does everyone in your organization have a sense of customer urgency?
How important is customer empathy in your organization? What could you do to significantly improve in this area?
What do your customers keep asking you for that you are currently not giving them? Why not?
What kind of negative word of mouth do you hear about your organization?
What can you do to start a positive word-of-mouth revolution? Are you using reputation management tools?
Could you change the conversation in your industry, as Westin did? If so, what could ...
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