Metrics Over Mission
When results are poor, check that everyone's north star is the customer’s experience rather than the scorecard. because focusing on the score takes you away from customers. And of course, that defeats your entire goal.
Past/Present: Push/Pull
In every moment we are being pushed by the past or pulled by a future. But the past is always available and keeps us comfortable. Yet, breakthroughs depend on our connection to the future. Have you ever noticed just how readily at-hand the past is? Whether a grievance or fond memory, they never stray […]