Consider all areas of your business and the products and services you offer the public. • Who is your customer? • Would you come back with your service? • How are your response times? • Is your information accessible? • Does information provide ease of access? • What is your response time to calls, emails, processing applications, offers, getting a listing live, booking pest and building? • Are you better or worse than your competitors in this space? • What is your voice to advice? • Are you gauging feedback? What do you do with that feedback? What do you provide your clients with that offers little or no value? Who are your top referrers & why? • Where does CX start in your organisation? • Where does it end? • And what are the most impactful touch points or moments in time in the middle? CX & EX | 95
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