Culture Booster的动态

At the end of last week, I had the most amazing conversation with Bill Playford, one of the smartest minds in retail automotive. We talked about something I think every leader in the industry wrestles with: how we unintentionally set new hires up to fail by not providing the right standards or expectations. Turnover is such a pain point for retail automotive, and much of it comes down to the lack of established standards. While I’ll save the importance of agreed-upon benchmarks for another day, today, I want to talk about something equally critical: setting the right frequency for your KPIs. Too often, we track metrics like “Total Car Sales” on a monthly basis. Sure, the numbers go up, but what about the gaps in the data? By the time you spot a problem, it’s often too late to act. Switching to daily or weekly KPIs isn’t just a minor tweak—it’s a game-changer. It lets you see trends as they happen, adjust in real time, and set your team (and those new hires) up for success. I just wrote a blog post diving into this idea and why frequent KPIs are a must for performance optimization. If you’re a leader looking to stay ahead of the game, this one’s for you. Check it out and let me know your thoughts.

Are Your #OKRs Customer-Centric Enough? Most organizations set Objectives and Key Results (OKRs) to align teams and drive business outcomes. But how often do we stop and ask - who is the customer for these OKRs? The "customer" for your #OKR could be an internal or external stakeholder. For a sales rep, it's the end buyer. For an HR manager, it's employees. For an R&D head, it's the product team. Simply put, OKRs must be customer-centric. They should focus on solving your customer's biggest problems and delivering the outcomes they care most about. For example, an objective to "increase sales" seems straightforward. But it lacks context on the customer's needs. A better objective would be "Increase sales of Product X for target segment Y by addressing need Z." This focuses the objective on delivering value to a specific customer segment. The key results can then track metrics like customer satisfaction and retention rather than just sales volume. I once coached a client whose engineering team had an objective to "launch new product feature." But their real customer - the sales team - needed the feature to hit a revenue goal. We reframed it as "Increase sales of Product A in Q3 by launching feature X to address buyer need Y." This made the objective more meaningful to the engineers. Plus, it created shared accountability between engineering and sales to deliver customer value. In summary, ask yourself 3 questions when setting OKRs: - Who is the customer? - What is their most pressing need? - How will our objectives solve this need? Keeping the customer front and center will help you create better, more impactful OKRs. What other tips do you have for setting great OKRs? Let me know in the comments! ??Learn how create customer-centric OKRs in your teams and organization.: https://lnkd.in/dtfZX2Xn #OKRs #CustomerFocus #EmployeeExperience #Leadership #GoalSetting #BusinessStrategy #HRLeadership #EmployeeEngagement #OrganizationalDevelopment #KeyResults #StrategicAlignment #ImpactfulGoals #TeamSuccess #ObjectivesAndKeyResults #CustomerCentric

Is your Voice of Customer program driving real growth? Many VoC programs fall short, becoming cost centers rather than growth engines. The secret? Asking the right questions, taking continuous action, and strong program leadership. Learn more by clicking on this link: https://lnkd.in/gu4zk4bd We here at Feedback ASAP are passionate about turning customer voices into your competitive advantage. Our tailored VoC programs go beyond passive insights to deliver actionable strategies that drive tangible business outcomes. Ready to unlock the true potential of your customer feedback? Let's chat about how Feedback ASAP can transform your VoC program into a powerful growth catalyst. #VoiceOfCustomer #BusinessGrowth #CustomerExperience #FeedbackASAP #CXStrategy

It’s easy to say “let’s improve engagement,” but without genuine buy in from leadership, it's a tough ask. Until you have alignment from the top and across the organisation, that customer engagement is a priority, it's MUCH harder to make any sustainable impact. e.g. If customer engagement doesn't have a budget... it's not a priority (no matter what anyone says). Getting buy-in is not only the most important step, but often the hardest! So how do you go about getting what is needed? ?? Show the value Speak the language of your business. Highlight the direct link between customer engagement and key metrics like revenue, retention, and lifetime value. Like all of us, when leaders see the financial impact, it’s easier to secure buy-in. ?? Use data-driven insights Present case studies, industry benchmarks, and data that demonstrate how improved engagement leads to measurable results. Solid numbers are hard to argue with and help turn a ‘nice to have’ into a ‘must have.’ ?? Start small with quick wins If leadership is hesitant, propose a pilot project. A small, focused initiative with clear KPIs can showcase the potential impact of customer engagement without a huge initial investment. ?? Align it with company goals Frame customer engagement as a strategic initiative that supports the company’s broader goals. When it’s tied directly to growth, customer satisfaction, or competitive advantage, it’s more likely to resonate with decision-makers. It can be a journey! But once the business is fully bought in to the value of customer engagement, it’s no longer a question of if - but how soon. #customerengagement #leadership #engagement #businessstrategy #growth

[Daily Case Analysis] Let's sharpen your strategic thinking skills ?? Consider this: The organization is a mid-sized telecom operator in the North American market facing stagnation in its customer base growth. What's the challenge? Despite investing in new technologies and services, the organization's customer acquisition and retention rates are not meeting industry benchmarks. The company recognizes the need to revamp its customer experience strategy to differentiate itself in a highly competitive market and drive sustainable growth. How would you approach this situation? Here's our analysis: https://lnkd.in/dQ3zF4Vf What did we leave out? Leave your thoughts, advice, and critique below. ?? Follow for more daily case studies! #casestudy #growthstrategy #corporatestrategy #management #strategy #consulting #leadership

[Daily Case Analysis] Let's sharpen your strategic thinking skills ?? Consider this: The organization is a mid-sized telecom operator in the North American market facing stagnation in its customer base growth. What's the challenge? Despite investing in new technologies and services, the organization's customer acquisition and retention rates are not meeting industry benchmarks. The company recognizes the need to revamp its customer experience strategy to differentiate itself in a highly competitive market and drive sustainable growth. How would you approach this situation? Here's our analysis: https://lnkd.in/ecFGS2c7 What did we leave out? Leave your thoughts, advice, and critique below. ?? Follow for more daily case studies! #casestudy #growthstrategy #corporatestrategy #management #strategy #consulting #leadership

Transform your organization through the power of customer listening! Leading companies that prioritize customer feedback see remarkable results: 1. Greater team alignment and engagement 2. More relevant innovations 3. Stronger customer relationships 4. Sustainable business growth Dive into this latest blog by Etech's President and CEO Matt Rocco on creating a transformational leadership approach that turns customer voices into organizational excellence. https://lnkd.in/d3FiD9wQ #TransformationalLeadership #CustomerExperience #CX #BusinessStrategy

Let’s be real—staff changes in Customer Success can feel like a gut punch. Turnover? Ouch. Downsizing? Stressful. Promotions? Bittersweet. But here’s the thing: Your customers don’t care about the “why.” They care about how you show up for them. And as leaders, it’s our job to make sure they feel supported, no matter what’s going on behind the scenes. And it's not just our customers, it's our remaining team members too. So, how do great leaders handle it? 1?? They roll up their sleeves. A big customer meeting and no CSM to run it? Great leaders dive in headfirst. They jump into calls, pull reports, and make sure customers get the value they deserve. Nothing is “beneath” them. 2?? They tweak the playbook. When your team changes, your strategy should too. Great leaders re-prioritize accounts, simplify processes, and focus on high-impact actions. They don’t just “make it work”—they make it better. 3?? They rally the troops. CS doesn’t operate in a vacuum, and neither should you. Partner with Marketing to keep communication flowing. Lean on Product to address gaps. Tap Support to reinforce customer trust. Your internal network is your superpower—use it. The biggest thing you can do, manage communication effectively. None of the above helps if no one knows what's going on. Remember, change doesn’t have to be a crisis. It’s a chance to show your team, your customers, and yourself what true leadership looks like. So, what’s your go-to move when the team shifts? Let’s swap stories below! ??

Unlocking Team Potential with Strategic KPIs Creating effective and understandable Key Performance Indicators (KPIs) is crucial for aligning your team's efforts with the strategic objectives of your company. Here’s a simplified approach to developing KPIs that are both clear and actionable: 1) Define Clear Goals: Start with a clear understanding of what your company aims to achieve. This could range from boosting revenue to enhancing customer satisfaction. 2) Choose Relevant Metrics: Identify metrics that directly reflect your progress towards these goals. For example, if improving customer service is a goal, consider tracking customer satisfaction scores or first-contact resolution rates. 3) Specific & Measurable: Make your KPIs quantifiable. Instead of "increase customer satisfaction," aim to "achieve a customer satisfaction score of 90%." 4) Achievable Targets: Set realistic yet challenging targets to keep the team motivated and on track. 5) Align KPIs with Goals: Ensure every KPI has a clear impact on your strategic objectives. This focus prevents misdirected efforts and resource wastage. 6) Set Timelines: Define whether these KPIs are meant for short-term achievements or long-term goals. 7) Review and Adapt: Regularly evaluate the effectiveness of your KPIs and adjust them as needed to stay aligned with business dynamics. 8) Effective Communication: Make sure everyone understands the KPIs and their role in achieving them. This clarity will foster commitment and drive across your team. Let’s empower our teams with KPIs that not only guide but inspire. What strategies have you found effective in setting KPIs? Let’s connect and push our industries forward together!? #leadership #businessstrategy #kpis #performancemanagement #teamsuccess #cfo

Embracing the “Jobs To Be Done” framework by Clayton Christensen has truly transformed my approach to leadership and strategy. It’s about understanding the real needs and motivations of one's customers and beneficiaries. By focusing on the ‘jobs’ our customers need to get done, we can create solutions that genuinely make a difference. Christensen’s insight, “People don’t buy products; they hire them to get a job done,” makes sense to me. It’s a reminder that innovation isn’t just about technology or features, but about truly understanding and meeting the needs of people. When we shift our focus from selling products to solving problems, we unlock new possibilities for growth and customer satisfaction. In a world that’s constantly evolving, it’s essential to stay attuned to what our customers and beneficiaries are trying to achieve. This perspective will guide and ensure the delivery of tailored, impactful services and solutions. How do you ensure your services align with your customers’ needs? What strategies have you found effective in uncovering the real ‘jobs’ your customers are hiring you to do? Let’s discuss how we can better serve and innovate for our customers. #leadership #innovation #customersuccess #jobstobedone #strategy #tarsusondemand @cloud-on-demand