The catalog helps identify a starting point
The project questions do not promise a predetermined answer. They precisely define a shared challenge that requires knowledge distributed across different parts of the organization.
30 projects
30 Collective Decidement Projects for Customer Experience
A collection of focused projects for improving customer journeys, service quality, trust and value creation. Each project addresses one customer-experience question—from touchpoints and friction to loyalty and integrating the customer's voice into organizational decisions.
01
Customer Journey and Key Touchpoints
01What works well—and what does not—across the customer journey?
Project task: Contribute ideas identifying strengths and weaknesses from first contact through to an ongoing customer relationship.
Discuss this project →02Where in the customer journey is the greatest value lost—for customers or for the organization?
Project task: Contribute ideas on moments when the customer experience deteriorates, is interrupted or becomes unclear.
Discuss this project →03Where do customers have to make too much effort?
Project task: Contribute ideas identifying actions that require excessive time, attention or patience from customers.
Discuss this project →04Which early touchpoints create the strongest positive impression—and which undermine it?
Project task: Contribute ideas on early interactions that strengthen or weaken customer trust.
Discuss this project →05At which stages are customers most likely to feel lost?
Project task: Contribute ideas on points where customers become unsure what to do next or what to expect.
Discuss this project →02
Friction, Pain Points and Dissatisfaction
06What frustrates customers most about our service or product?
Project task: Contribute ideas identifying friction, inconvenience and recurring moments of disappointment.
Discuss this project →07Which processes appear unnecessarily complicated from the customer's perspective?
Project task: Contribute ideas on actions or rules that customers experience as excessive or inflexible.
Discuss this project →08Which promises are made to customers too early or too broadly?
Project task: Contribute ideas on expectations created through communication that are not consistently fulfilled in the actual experience.
Discuss this project →09Where must customers repeat the same information?
Project task: Contribute ideas identifying situations where systems or service processes force customers to provide the same information more than once.
Discuss this project →10Which warning signs show that dissatisfaction is building before a customer complains?
Project task: Contribute ideas on early signals that can reveal a deteriorating customer experience.
Discuss this project →03
Trust, Clarity and Customer Communication
11What currently strengthens customers' trust in our organization most?
Project task: Contribute ideas on actions, qualities and elements of the experience that make the organization feel reliable.
Discuss this project →12What creates the greatest uncertainty for customers?
Project task: Contribute ideas identifying information, rules or processes that customers find unclear or ambiguous.
Discuss this project →13Where is our customer communication too formal or insufficiently empathetic?
Project task: Contribute ideas on interactions where language or tone weakens the relationship with the customer.
Discuss this project →14How can we make important customer information clearer and easier to find?
Project task: Contribute ideas on communicating essential terms, choices and next steps more simply.
Discuss this project →15What makes customers feel heard—and what creates the opposite impression?
Project task: Contribute ideas on practices that strengthen or weaken customers' sense that their situation is understood and considered.
Discuss this project →04
Service Quality and Problem Resolution
16What works well—and what does not—in customer service?
Project task: Contribute ideas identifying the strengths and weaknesses of service across different customer touchpoints.
Discuss this project →17Where are customer problems resolved too slowly?
Project task: Contribute ideas on situations where a response or resolution takes longer than customers consider acceptable.
Discuss this project →18Which customer problems are most often only partially resolved?
Project task: Contribute ideas on cases where a formal response is provided but the underlying problem remains.
Discuss this project →19What best restores customer trust after a service failure?
Project task: Contribute ideas on actions that can rebuild the customer relationship after an error or disruption.
Discuss this project →20How can we prevent recurring customer complaints?
Project task: Contribute ideas on moving from repeated case-by-case responses to systematically addressing root causes.
Discuss this project →05
Value, Loyalty and Relationship Continuity
21What creates the greatest value for customers in our offering?
Project task: Contribute ideas on the main sources of value from the customer's perspective.
Discuss this project →22Why do some customers not return even when the service was delivered correctly?
Project task: Contribute ideas on why a relationship ends even in the absence of an obvious conflict or service failure.
Discuss this project →23What currently strengthens customer loyalty—and what weakens it?
Project task: Contribute ideas on the factors that strengthen or diminish a customer's long-term relationship with the organization.
Discuss this project →24At which moments do customers most clearly recognize genuine value?
Project task: Contribute ideas on situations where the organization's actions feel especially useful and meaningful to customers.
Discuss this project →25How can we strengthen customers' willingness to recommend us?
Project task: Contribute ideas on elements of the experience that increase the likelihood of authentic recommendations.
Discuss this project →06
Integrating the Customer Voice and Setting Priorities
26Which aspects of customer experience do we measure inadequately or too superficially?
Project task: Contribute ideas on aspects that the organization monitors too infrequently or without sufficient precision.
Discuss this project →27Where does customer feedback get lost within the organization?
Project task: Contribute ideas identifying where customer insights are not captured, fail to reach decision-makers or do not lead to action.
Discuss this project →28Which customer-experience initiatives create real value—and which are largely symbolic?
Project task: Contribute ideas identifying activities that genuinely improve the experience and those that merely create the appearance of customer care.
Discuss this project →29Which customer-experience priorities should the organization address next?
Project task: Contribute ideas on the areas that deserve the greatest attention in the near term.
Discuss this project →30How can we translate the customer voice into real organizational decisions?
Project task: Contribute ideas on turning customer feedback more systematically into decisions, improvements and priorities.
Discuss this project →No projects match your search. Try a shorter or more general term.
How many people take part?
The practical minimum for one problem area is eight participants with relevant knowledge. The method is most reliable with 15–20 or more people whose experience and expertise complement one another.
Which question should be addressed first?
In a short conversation, we can assess the situation, identify the right participant group, and determine how the project fits into a broader decidement sequence.