Why doing less is often better
Do you also think you should give all customers the attention they deserve?Do you also think you should invest in all (sub-) markets to achieve growth?Do you also think you should offer appropriate products for all your customers?And do you also think that all growth and improvement projects should be given sufficient resources to achieve their results?
Many entrepreneurs will initially answer the above questions in the affirmative: Of course customers should get the attention they deserve; of course we should invest to achieve growth; of course we should offer appropriate products.
But for all customers? And in all markets? And all growth and improvement projects…?
That is where the crux lies!
If you want to give equal attention to all customers and invest in all markets and support all projects, chances are you will come up short everywhere and not achieve your goal anywhere. Better to focus the investments and attention of the entire organization on a limited number of things that will make a difference.
Again, the 80/20 rule typically applies here: 80% of attention and investment should go to 20% of activities. By focusing on that 20%, you will be able to achieve real results here. The other 80% of the activities you will have to give just enough attention so as not to stumble over them.
But how do you decide which 20% of activities are most important? There are many strategic studies, data analyses and impact matrices that can be used for this. But you might be better off relying on things that your current customers find most important. They are ultimately the ones who invest your bread and butter. If you excel at what they care about, the results will come naturally.
Well, of itself…
Once you know which 20% you want to focus on, it is still a matter of making sure that the whole organization subscribes to it. Clarity and consistency in the goal and priorities ensures that everyone can continuously ask themselves: “does this contribute to the goal?” or “how can I contribute to achieving the goal?”
From this clear focus, very targeted projects can be defined that individually and collectively contribute to achieving the objectives.
Want to know more about how AlphaRainbow helps with conducting customer satisfaction surveys? Then click here.
Cynthia ter Wisscha