How do you prioritize customer expectations over organizational goals?

3 Prioritize your actions

The third step to prioritizing customer expectations is to prioritize your actions based on their impact, urgency, and feasibility. You can use various tools and frameworks to help you prioritize, such as the Eisenhower matrix, the MoSCoW method, or the RICE score. You can also involve your team and stakeholders in the prioritization process, and solicit their input, feedback, and suggestions. By prioritizing your actions, you can focus on the most important and valuable tasks that meet your customers' expectations and your organizational goals.

4 Measure your results

The fourth step to prioritizing customer expectations is to measure your results and evaluate your performance. You can use various metrics and indicators to track your progress, such as customer satisfaction, retention, loyalty, or advocacy. You can also use various methods to analyze your data, such as dashboards, reports, or charts. By measuring your results, you can identify your strengths, weaknesses, opportunities, and threats, and adjust your strategy accordingly.

5 Learn and improve

The fifth step to prioritizing customer expectations is to learn from your experience and improve your service. You can use various sources and methods to learn from your customers, such as feedback, testimonials, referrals, or complaints. You can also use various techniques and practices to improve your service, such as training, coaching, mentoring, or innovation. By learning and improving, you can enhance your skills, knowledge, and capabilities, and deliver better service that exceeds your customers' expectations and your organizational goals.

6 Balance your interests

The sixth step to prioritizing customer expectations is to balance your interests and manage trade-offs. You can use various strategies and tactics to balance your interests, such as negotiation, collaboration, compromise, or concession. You can also use various criteria and standards to manage trade-offs, such as quality, cost, time, or scope. By balancing your interests and managing trade-offs, you can achieve a win-win situation that satisfies your customers and your organization.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?