Setting the standard of customer care: The blackpool rock phenomenon. Do you handle your customers in a way that you can be proud of? As an organization, do you have a clear and agreed view of the sort of customer care policy that would really be appropriate? What is needed in order to implement this? Who will take on the responsibility for driving it? What measurements and feedback systems do you have in place so that you can monitor the improvements? What are the principal areas of satisfaction and dissatisfaction, and what can be done to amplify the first set and minimize the second?