Next week in Customer Connection we're going to shift gears and start talking about communication. But, before we move off of motivation, I wanted to highlight the three things that stood out. I hope you'll add to this list.
- Motivation is very personal. Each of us are motivated in different ways. As customer advocates, this is our main challenge. We must continue to focus on building greater knowledge and awareness, and leverage our internal and external networks to help us reach all of our key stakeholders. With the help of our network we will touch a broader and more diverse audience.
- We need to strike the right balance between creating a sense of urgency and having patience. In todays fast moving environment we want things to happen yesterday. But infusing a corporate culture with customer-focus is a task that will never be finished. We must stay focused on both the short and long term horizons and celebrate all of our successes along the way.
- Metrics, metrics, metrics. What is in a metric? It is imperative that we focus on the right metrics and that our metrics clearly align to the behaviors we are trying to produce. We need to challenge our metrics regularly and make sure that they are not causing unintended consequences.
What do you think? What would you add to this list?
Note: This blog was originally posted in Customer Connection on 3/18/2009.