From the course: Customer Service Strategy (2018)
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Keep strategy current
- When a strategy goes out of date, decisions become fragmented and results begin to suffer. Effective leaders know how to develop strategies that don't go out of date. They know how to implement processes and procedures that will keep the strategy current and the business moving forward long after they're gone. Here are five steps that will help keep a strategy alive and vibrant so your business can continue to thrive. One is to assign an owner who's responsible for seeing the strategy's getting the regular review and attention it needs. They'll make sure that the representative team reviews and, if necessary, updates your services strategy at least a couple of times a year. Ensure that the strategy's understood. Some leaders view strategy as a competitive secret. While your team should treat and guard it carefully just like other inside information, strategy has to be broadly understood to really impact day to day decisions. Frankly, the strategies of the most successful…
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