Strategic alignment is the very foundation of the customer-centric organization. Typically, leaders have a clear, well-defined idea for what customer centricity looks like for their business and can successfully articulate and transmit that view to their board and executive leadership teams.
Operationalizing the vision through the organizational hierarchy, however, proves to be an incredibly painful and often fruitless task. The more layers away from the boss lies strategic chaos where very few understand the vision much less the required strategies and tactical support required to execute it.
Strategic alignment is about getting the organization to align from the very top to the very bottom. Ensuring every player understands their roles and responsibilities related to the execution of the plan. Achieving strategic alignment requires disciplined focus on specifically what needs to be accomplished. Said another way, keeping your eyes on the prize. Being extraordinarily descriptive and precise is essential.
At PinnacleCX Advisors we bring the precision that delivers strategic clarity by asking the tough questions, never allowing business leaders to hide behind ambiguity. Strategy without execution is nothing more than wasted effort, Action without focused effort is at ineffective. Optimal execution of strategic visions requires:
• Clear definition and description of the strategy
• Concise, easily consumed communication, frequently updated
• Deployment of highly specific, leading and lagging operational metrics
• Executing initiatives that move the metrics
We believe having engaged employees, clearly defined, well-communicated strategic vision, and lean customer focused processes is the combination required to create exceptional customer experiences.
PinnacleCX Advisors understand this path, we have the experience to guide you on your journey to becoming the customer-centric organization that will be the key differentiator in the marketplace.
