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jerryking : payback   1

Decisions, decisions ... the five most critical for a leader - The Globe and Mail
Nov. 26, 2015 | Special to The Globe and Mail | ROY OSING

How do you spend your decision-making time? There are numerous possibilities when it comes to which decisions to make yourself and those that you leave for others.

How do you determine the “my decision” areas?

The criteria I used was payback. Where could I add the greatest value to the organization?

It’s not about what you enjoy doing or where your strengths are; it’s about where others will realize the maximum benefit if you focus your decision-making time there.

....Decide on these five strategic issues. These must be owned by the leader and no one else.

(1) The strategic game plan for the organization
(2) The values that shape culture
(3) The talent that gets recruited
(4) The “customer moment” architecture
(5) Aligning activities to the game plan

+++++++++++++++++++++++++++++++
On a basic level, a “customer moment” is any interaction between an employee and a customer. Needless to say, customer moments can occur at any time, and with this in mind, businesses are employing strategies to make sure every customer moment is a positive one. With the world becoming more and more connected, via the internet and social media, the potential for customer moments increases exponentially. When you factor in other recent innovations, such as the rise of smart phones and tablets, the sheer amount of potential customer moments becomes astronomical. This has led to the rise of self-service portals, where customers can receive help on many common customer service issues, such as troubleshooting. Businesses have opened up other channels for customer service as well, such as email and chat support.
leaders  decision_making  priorities  focus  serving_others  payback  talent  strategies  values  customer_experience  CEOs  value_creation  moments  organizational_culture  value_added  ROI  criteria  Roy_Osing 
may 2016 by jerryking

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