The business customer alignment index

Abstract

The alignment of a service business to its engaging customers is a customer precursor consideration prior to the completion of a business-customer exchange or transaction. We adopt an interface outwards approach to this conundrum, and build the solution into both the business and the customer domains. We establish an alignment index as a measure of the inherent connectivity between the business and its engaging customers. The business offers its back-end developed services as the chosen service solution set it expects 'should be' most appropriately aligned to its engaging customers. These business-engaging customers come to this business interaction site with a different set of 'will get' expectations. The degree of alignment between these different sets-of-expectations is measured on a '0' to '1' scale as a 'business-customer alignment index'.