I often refer back to Steven Covey’s Time Management Matrix when prioritizing my schedule. It helps me focus on the most important tasks, rather than what’s simply urgent (which is everything these days).
Email is a system that delivers other people’s priorities to your attention. It’s up to you to decide when that priority should be managed into your world. It’s not the other way around.
I’ve also read The Three “Ds” of Customer Experience from HBS quite a few times. The bottom of that article has a great excerpt that discusses how to target (focus on) the right customers.
All of it got me thinking about how to focus on what’s important in business and whether we’re always focused on the right customers. It’s true that the squeaky wheel gets the grease, but there’s good squeaking (promoters) and bad squeaking (detractors). Either way, revenue and profit has to be part of the equation, which is why the HBS article is something I often reference.
I put together a Customer Management Matrix that visually explains the bottom of the HBS article; I think I’ll refer back to it often. Let me know what you think.
Tim Sanchez is dedicated to promoting remarkable customer experiences through leadership and personal development.
[Recorded Sept 26] Traditional Voice of Customer surveys have a blind spot to real-time feedback on social media and call center interactions. Learn how progressive companies are mining Big Data to improve the customer experience, reduce churn and even boost agent selling.