Manage What You Measure

Come eseguirlo

1. 1

   Introduce the session by explaining the goal of linking customer behaviors to corporate objectives.

2. 2

   Write a corporate-wide Strategic Goal at the top of a whiteboard.

3. 3

   List the KPIs related to that goal on sticky notes below the strategic goal.

4. 4

   Have participants brainstorm customer behaviors that impact the KPIs, writing each on a sticky note.

5. 5

   Participants place their sticky notes under the relevant KPIs on the whiteboard.

6. 6

   Review and discuss the sticky notes to clarify and consolidate ideas.

7. 7

   Repeat the brainstorming and review process to explore behaviors driving the initial behaviors.

8. 8

   Conduct a Dot Vote to prioritize the most significant customer behaviors.

9. 9

   Tally the votes and discuss the results, noting any surprises or unexpected low-priority behaviors.

10. 10

    Agree on prioritized behaviors and assign baseline values and goals for each.

Suggerimenti

• Encourage diverse participation from various organizational levels to ensure a comprehensive view.

• Use different colors for sticky notes to visually differentiate between KPIs and customer behaviors.

• Capture the final board with a camera for documentation and future reference.

Variazioni

Consider using additional prioritization techniques like Impact Effort or the NUF Test if further distinction is needed. Pair this method with the Empathy Map to deepen understanding of customer motivations before starting.