Do you have a clear direction?
Asked differently: If I ask three members of your team to give me your customer experience strategy, will I get the same answer? If the answer is yes, you have an unusual level of clarity – congratulations! If not…
Fifteen years ago I was tasked to create a new business practice at ExecuTrain – providing training to IT professionals. I laid out a clear strategy, telling my team how we were going to be first to market to beat the competition by offering classes that they didn’t yet have. My team was excited about the opportunity. That is, until that evening at our all staff meeting. That’s when our CEO introduced our program to the company and told the staff that our strategy was to be fast followers. We would let the competition try all the new classes, and we’d follow up with those that were successful.
Clearly, the team was confused. Which was it? In this case, they had two different leaders with opposite directions. Which was correct? It’s like they were in a boat with kids that each tried to go in a different direction. And we went nowhere fast! Read more