Appendix B. Discussion Questions
How are customer expectations changing? What are the trends in our industry? What kinds of things will we need to offer in the future, to keep our customers happy? How might we delight our customers?
What portion of our revenue comes from products versus services? Where do we see our growth coming from in the future? Where do we fit in a service economy?
What services do our products deliver? How can our products become more service-oriented? When you look at the job we do for customers, what other products and services are involved? How might we imagine our offering as a truly delightful service?
What challenges will we face if, as a company, we want to become more service-oriented? What kinds of things are hard to plan for? What kinds of things make it difficult for us to keep our service promises?
What systems and processes might cause us to lose touch with customers? Why? How can we form and maintain deep, close connections with customers?
Where might we be overspecialized as a company? Where do we need more flexibility in how we deal with customers? What breaks when the outside world changes? Where and when are we most flexible?
What outside factors are driving change in our industry? How are we interdependent with, and connected to, other companies in our ecosystem? How could adaptive moves by other companies help or hurt us?
What kinds of things make it hard for our ...
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