Are you externally focused?
Do you really know what your customers’ expectations are?
Is there a gap between customer expectations and your perceived performance?
Are you forming collaborative relationships with your customers?
Do you already know that you can significantly improve your brand value and image and grow your business by improving your customer experience?
Do you suspect that it requires some culture change and buy in from your team?
Is it a daunting prospect?
Do you know which bit of the elephant to bite off first and how to go about it?