Looking Back, Letting Go, and Moving Forward

Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

I am increasingly convinced that the proliferation of choice (for consumers and business leaders) makes prioritization one of the most important elements of personal and business success.

Many of us will begin 2020 with a long list of new strategic priorities. We’ll identify six, seven, or more new projects to add to business objectives that carried over from 2019. All these new initiatives may be relevant to future success, but few will likely garner widespread buy-in and effective execution.

From my vantage point, the art of business success is to identify key business objectives and execute against them flawlessly. All too often, companies drift in what I call shiny ball syndrome...