You role is one of a leader and you want more of a focus on the customer experience.

• What should I do first? The first thing is to have a vision for the future. We know that a vision is compelling for our staff. The vision should contrast a burning platform that understands the current pain points.
• Who do I involve in creating the vision? It is important to include as many people as possible at validating the vision. Creating the vision may reside with you and you alone.
• How do I avoid creating long lists of action items? The question here is really about staying strategic and avoiding becoming tactical. Others will want to know “what to do”. I should avoid telling them if I can.

Great leaders provide a compelling vision for the future and avoid a long list of action items.