When it all boils down, consumers are who drive business, so it's only right to make sure that your processes management is designed specifically around making a customers experience that much easier. Take for example all the biggest successful brands that we know today, from Walmart, McDonalds and Lowes for example, all of these brands are great at one thing other than offering products at great prices and thats customer service. Prices and products can only do so much for a business and these brands know that, which is why they pride themselves on their process excellence.
So when breaking your business processes all down, ask yourself, what is a successful customer outcome for us? What are the customer needs that we need to achieve? What do the customers expect from us? By answering these questions, you're one step closer to realizing what you should exemplify as a brand. To optimize your business for the best possible future, think about the customers that have made your business what it is today and the experience that they not only want, but expect from a business in which they've spent their hard earned cash at.