C4 People, Processes and Physical Environment
People - What kind of service do your customers expect? Do they need to ask questions or see demonstrations when purchasing a product like yours? What annoys them about customer service staff? Would your customers prefer to have cheaper better quality services? What kind of training is available to improve the customer service of your staff? What is the expectation of staff appearance?
Process - What processes do you need to have in place for a pleasant and efficient experience for your customers? What payment methods do they prefer to use? What is the impact of this on payment processes you need to set up? How will customers queue? What irritates them about queueing layout and times? Do you need changing rooms?
Physical environment - What do customers expect from your physical premises? What can be done to improve layout, appearance, lighting and smell of your premises? What do your competitors do? Can you visit competitors’ premises? What do customers like about different business premises they visit? Are they willing to pay more for improvements to the physical environment?
