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I don’t think I would advocate not having a strategic plan but they probably could be simpler than we make most of them. Regardless of what you call it, the focus should be on getting something done, on doing things. The focus should be execution.

In the world of business technology, speed is huge. Executing is huge. Results reign supreme. Experiments are the norm.

I ought to obsess about the customer and sweat the details about executing what helps them. We should keep moving and never stop thinking of what the customer experience is like. No stone should be left unturned in my  pursuit of amazing customer service. It is in fact the small courtesies that create an emotional connection to our products and services.

  • Is every contact with us memorable?
  • Did we add value?
  • Are we doing it?
  • Are we getting it done today?

We have a strategic plan. It’s called ‘doing things.” —Herb Kelleher, Southwest Airlines CEO and Founder

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