List three companies you would recommend to friends or family.Why are you happy with their service? How do they provide you with satisfaction? What are the characteristics of these companies and how do they deliver added value?

Now list three companies with which you are dissatisfied. What has created this dissatisfaction?
What can you learn from this process?
Now think about your own company, or a company with which you are familiar.
What factors would increase the satisfaction levels of your existing customers?