Implementation begins as a project initially with a chronological listing of all points of contact, which has a customer in the context of a commercial relationship or could have a customer touch point project. In the next step, to identify potential vulnerabilities, as well as the relevant driver of permanently good customer relations. Therefore both might considered the critical events as well as the positive events, which happened to a customers at every touch point or be happen in the worst case. Following issues you can deal with such helpful questions: what’s going on just fine? There are delicate situations? When is a moment of great joy? What does the customer expect? And what not? Where are there more complaints? And where is particularly praised? Where can we exceed expectations? Pleasantly surprise the customer? What are the customers talking about? Who or what is recommended on why how often? What could strengthen the business relationship? Where do migration risks lurk? What should we change as soon as possible, or improve? And what has prevented us so far to do so? Although unpleasant, the last question absolutely needs to be discussed. Only, when the true causes of action blocks are open, something you can do? Helpful workshop topics In the context of workshops can edit selected employees for example, the following tasks: if I am a customer, what is particularly important to me? If I am a customer, what annoys me and repulses me? What to tell our customers, the good and the bad about us? And what have they asked more often lately? What should we not do, because it will scare off customers and sells? What are the minimum expectations of our customers, i.e. those that must always be met? What could inspire our customers because it exceeds your expectations? What I as a staff member of, if I inspire customers? What has the team, if we do it all together? And the company? What is the absolute craziest idea to the us on the subject of Customer inspiring and mouth-open mind come from? Weaken and highlight strengths is often the tendency to gloss over the own services or to see but in a warm light.