Setting objectives and priorities is over stated focus of any new year. Most of all of us do it personally and even more businesses certainly demand it. Strategic Discipline extends to recognizing the need for balance in the priorities and metrics you establish. You can place so much emphasis on attaining a priority or metric you may lose sight of the affect this effort puts on other aspects of your business. Every action has an equal and opposite reaction. In our Rockefeller Habits Workshops we tell the story of Delta Airlines emphasis to have their flights arrive on time. They reached their objective, however the affect of their efforts turned a positive into a negative when customers complained that their bags weren’t arriving on time.
Strategic Discipline Blog
Is it comforting to know that even the big guys get things wrong when it comes to customer experience? Maybe I'm daft, but yesterday when I attempted to replace my old wireless router with a new Linksys [Cisco] wireless router there seemed to be a clear disconnect between what the customer might experience and Linksys efforts to resolve potential problems.