A single page a chief customer officer should be able to write, by hand, before the next steering meeting. Five questions, two empty columns for next steering, a worked example on the reverse. Used in counsel engagements since 2023, and printed on the back of every engagement folder.
Fill this in, by hand, before the next steering committee. If a row cannot be answered in a sentence, that row is the work.
Print one for each member of the steering committee, blank. Have everyone fill it in independently, by hand, before the next meeting. Compare the answers. The third question is where the wheels come off; the meeting is the conversation about whose answer is right.
The one-pager is scale-invariant. A two-hundred-person business answers it in a paragraph. A multinational answers it across an annex. The shape stays the same. If a fillable version is useful, the PDF is form-aware.
The companion essay, Customer obsession is an operating model, walks through each question and the failure modes the practice has watched, again and again, across two decades of programmes.
Twelve questions across attention, decision, action and feedback. Each one points to where a CX programme actually breaks.
03How to report a CX programme to a board in three slides. The format the practice uses in its own steering work.