Promise

Now is the time to think it through. This is the start of the journey. Whether we know it or not, our customers think we have made a promise to them.

We need to be clear about customer promises. That isn’t easy. What is our promise?

So there are some stages to this:

1. Thinking and talking it out. There may be many stakeholders to consult on this.
2. Making the promise. This is a solid communication plan that is faithfully executed.
3. Embracing it at every level and making it our own.
4. Keeping it. This is the tough part.

So  … let’s start the journey. What is our promise to our customers?