From the course: Customer Service Strategy (2018)

Unlock the full course today

Join today to access over 22,600 courses taught by industry experts or purchase this course individually.

Using strategy to guide decisions and direction

Using strategy to guide decisions and direction

From the course: Customer Service Strategy (2018)

Start my 1-month free trial

Using strategy to guide decisions and direction

“

- How can you best use your strategy to guide decisions and direction? Let's explore four best practices here. I once visited an insurance company that was struggling with direction and prioritizing a multitude of initiatives. I encouraged them to get into the habit of using their customer service strategy to help guide decisions. One manager asked, do we have to pull it out and reference it before each meeting? As a matter of fact, yes. For a while anyway, you should begin every planning meeting with a very brief review of your vision and strategy. Do you have to review your strategy in every meeting forever? Of course not. Eventually, it becomes so familiar that it's inherently helpful in discussion and direction. In the case of this company, the review made it clear that their strategy was too cumbersome and detailed. Once they streamlined it, it became much more usable and inspiring. Second, consider making your strategy widely available to employees and business partners. Post it…

Contents