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Strategy

When a customer complaint is something you can’t fix

May 10, 2022 by Lori O'Grady Filed Under: The Customer is Everything

customer satisfaction over time

Sometimes we can’t fix a customer complaint. Tactical empathy helps you to focus on the customer instead of your short comings. To uncover the impact for the customer. And to open up alternate solution spaces.

Tagged With: Customer Experience, Customer Satisfaction, Strategy, Tactics

Holding the short and the long view

January 6, 2021 by Lori O'Grady Filed Under: Business Alignment

year in review

A year in review exercise can help align our short term objectives with our long term vision. A worthy goal for business leaders.

Tagged With: CMO, OKR, Strategy, Vision

Strategy and Tactics aren’t in competition

October 22, 2019 by Lori O'Grady Filed Under: Business Alignment

Strategy and Tactics not in competition

Being a strategic thinker, I’ve always loved the story that described the difference between leadership and management by using a metaphor of a team fighting their way through the jungle. Where the manager uses tactics to enable the team and the leader uses strategy to set the direction. In truth you need both.

Tagged With: Leadership, Strategy, Tactics

Continuous Improvement or Continuous Innovation

May 31, 2019 by Lori O'Grady Filed Under: Business Alignment

Continuous innovation

The enhanced cameras on the latest releases of smart phones is continuous improvement. Having a patient use that phone camera to take a picture of a rash and send it to their doctor is continuous innovation.

Tagged With: Agile, Strategy

Design thinking breathes life into strategic planning

October 30, 2018 by Lori O'Grady Filed Under: Business Alignment

Too often strategic planning is something people do periodically. They focus on making plans and then put them away in drawers. Design thinking, with its use of observable experimentation and bias to action, takes them out of the drawer and turns them into initiatives instead of just plans.

Tagged With: Strategy

Taking your advice is your customer’s decision not yours

October 23, 2018 by Lori O'Grady Filed Under: The Customer is Everything

You need to respect your customers decisions, even when/if you don’t agree with them. There is no such thing as one true path – and only fanatics think their way is the only way. Most importantly, part of being a confident professional is that you have the capability to work within this type of framework.

Tagged With: Strategy

Are your business goals outcomes or objectives, or both?

September 5, 2018 by Lori O'Grady Filed Under: Business Alignment

Measure both, even though you are looking for different things and do it different ways. We use metrics and KPIs to measure the performance of outcomes. We often track and evaluate how we execute on objectives.

Tagged With: Analytics, Strategy

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Recent Posts

  • Customer onboarding is an action the customer does, not you
  • Tactical empathy creates space to focus on the customer
  • When a customer complaint is something you can’t fix
  • The customer transformation is not the end of the story
  • Can a customer experience be both positive and memorable?

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