Ask yourself the following non-financial questions:

• Are you providing your customers with products and services that exceed their expectations?
  
• Are you leveraging all points of contact with your customers across all Brand/Product lines?
  
• Are you top of mind with your customers?

According to a 2002 Price Waterhouse Coopers survey top executives at multinational companies consider non-financial performance measures such as product and service quality and customer satisfaction and loyalty more important than current financial results in creating long-term shareholder value.

Among those surveyed, 83% cited customer satisfaction and loyalty as a contributor to long-term shareholder return.

Though current financial results are very important to day-to-day decision making, executives increasingly recognize the importance of non-financial measures such as customer satisfaction and product quality in determining their market value.