This chart has proved a very useful tool to help people work out how to create the customer habits they want. The best way to use it is as follows.
Start by listing at the top the habit or habits you wish to create. Examples of this could be:
Make us the customers’ first-choice supplier.
Become recognized as the best in our industry for service.
Be as good at customer service as we are at product quality.
Next, complete the centre section by listing all the wanted customer behaviours that would create this habit and/or all the unwanted customer behaviours that ...
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