Can you list the top 3 attributes that you want to be known for by your customers?
To make customers appreciate your brand promises, how much do you force customers to follow a certain path when they use your product or services? (e.g. when they get started the first time, when they sign or renew a contract, when they have a support request, when they are at 90 days, etc.)
When a negative customer experience has occurred, list 2 things you do to reinforce your brand promises ( this is NOT about how you solve the problem).
What do customers risk if they decide to move on from you to a competitor?
During actual use or various interactions, have you built any explicit triggers that remind customers positively of the reasons they chose you over your competitors? (i.e. service, reliability, costs, etc.)
How much do you collect and act upon granular, personal information about your customers? e.g. every B2B client is different, every car buyer is unique, and so on. (note: assume that privacy concerns have been addressed)
When you execute an advertising campaign, how do your operations and customer facing teams know about it?
How do you enable your customer facing teams to support your brand promise? (sales, account management, customer service, consultants etc.)
How do you communicate with new and existing customers?