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