Stakeholders vs. Customers: Performance Expectations

“Customer service shouldn’t be a department; it should be the entire company,” said Tony Hsieh, CEO of Zappos (@zappos). A key organizational competency is a strategic focus on meeting the needs of our primary customers or clients. Without customers, an audience, clients, a loyal following, or others we are trying to reach, we have no viable organization. Still, organizations are…

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Overcoming Organizational Learning Disabilities

Organizations can suffer learning disabilities that prevent them from capitalizing on their experience, as Peter Senge argued in his classic The Fifth Discipline: The Art & Practice of the Learning Organization. Strategic planning develops a baseline organizational knowledge that helps its leaders enhance their strengths, recognize and improve weaknesses, be agile enough to seize opportunities, and mitigate potential threats and…

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How Strategic Planning Pays Off

At business and networking events, after answering the inevitable “What do you do?” I’m often asked, “So, what is strategic planning?” The question is understandable for nonprofits pressed with daily management issues and resource limitations. Those matters push planning down the list of priorities. For those who have experienced strategic planning processes that were poorly conducted or included no clear…

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