Airborne
I find myself on an airplane a few times each year, and I’m always critically observing the many processes involved in air travel. Everything from my online purchase of the ticket to the claiming of my luggage. And it always occurs to me that my clients are examining my processes in a similar, critical manner.
If you gave each of your customers/clients a grade card to fill out, how would they rate your company at each touch point in their relationship with you? Why not at least create the grade card, listing all those processes that involve interaction with your customer? Then, if you have the courage, start handing them out and asking for feedback.
CEO Bulletin 