...customers have moved, and then you describe the benefits as well. So we spent quite a bit of time synthesizing these messages from customer and learning their observations and asking them what value did you get that you expected? What value did you e

...customer to let them know if there's a problem, to make sure we're on track to keep those promises. So it's great having a value proposition and articulating and making promises, but I'm holding our organisation accountable to keeping those promises.