We have made promises to our customers. They may not have been well thought out but we have made them. If our promises are not the ones that add value, we should think about changing them.
Is our promise clear to us and our customers? Do we know what it will cost us to keep it? It is important to plan our customer experiences around our promises.
Making the customer experience, relative to the promise, a priority will help keep us all focused.
What investments am I willing to make to keep our customer experience promise?