Think about an experience as a consumer with work process performance and comparative benchmarks. The way you experience a work process is its current state of performance or its baseline. For example, when you buy a product or service, you directly experience the work process; based on the quality of that experience, you consider other comparative experiences as you benchmark how you were treated in the exchange.

respond to the following questions about a personal experience as a consumer that was bad, where customer focus was lacking. Briefly describe your consumer experience before you answer the first question.

1. Why do you think the current state of the work process failed?
2. What other comparative consumer benchmark experiences influence your point of view?