Voice of the ABC

Further to our previous discussion on designing our business from a customers’ perspective, let’s ask ourselves if we would like to be successful by default or by design. If the answer is by design then we should consider not only listening to our customers but also align the views of our agents and our business to that of our customers. We call this the voice of the ABC (Agent, Business, and Customer).

*Note: The “agent” is considered to be any customer facing consultant.


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