3 key requirements to work well. Together.

These past few weeks have been rich and intense for me, with lots of travels and activities at client companies (coaching sessions, workshops and keynote speeches). Some experiences have been instructive and challenging, others instead have validated previous ones. Among these, a situation where once again 3 key requirements turned out to be essential to successfully and continuously improve relationship with customers.

Why they are so crucial

So let me break down these 3 key ingredients with case examples – then you’ll tell me to what extent they resonate in your current working environment:

Clarity of purpose – “We know where we are and where we want to go.” This means that you are aware of our areas for improvement and willing to bridge the gap to become more competitive.
Internal alignment – “Out top management supports us and embraces our vision.” That’s another strong and important signal because it shows a shared, common vision within the organization (which is by no means never taken for granted!).
Planning – “We want to be ready to deliver our roadmap in the coming months…” In a world of speed, rush and compulsive decisions at any organizational layer, that’s music to my ear. And mostly, it’s pure wisdom and foresight (instead of starting ff with urgency, confusion with the consequence of getting poor and unsatisfactory results.

That’s why, in the first conversation with potential client companies, I actively listen to their needs first. Then whether these three prerequisites are present and consistent. Accordingly we agree to delve into further steps or – in some other cases – we postpone any Digital Customer Service / Customer Culture activities when they will surely produce tangible and long-lasting outcomes.