The organisation should base the whole experience of working with it on insight about current and future customers, and should keep the relationship positive through every stage of value creation. It should make the journey through those stages consistent, seamless and effective, with relevant measures at the right touchpoints, and should take opportunities to personalise the experience for customers and for particular products, services and solutions. Its people need the resources, competences and authority to deliver that experience and honour the brand promise, customers should be told, advised and trained on responsible use, and support and issue resolution should be fast and efficient while timely feedback systems improve both the journey and the offer.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.