Does your team have consensus & confidence

It takes a lot of self-awareness for a team to acknowledge their own areas for improvement, and great humility to let others point them out. It’s only with the latter that we can begin to explore the ‘unknown unknowns’, areas that we may think are doing just fine, but in reality they may be holding the team back.

In our work developing & executing sustainable net-growth programs through customer experience optimization, one of the areas we’re nearly always addressing is that of team goal alignment.

At the beginning of our engagements we typically see that:
😳 only 46% of team members agree on the company/product goals
😳 often the primary metrics don’t represent performance to the goals
😬 less than 15% feel confident that they understand customer goals

The result is that even highly collaborative, high performing teams are severely underperforming their potential. So what can be done to overcome this common but needless bottleneck?

Research — it’s cheaper and faster than ever before to get actionable insights. Hone your understanding at each stage of the subscriber journey and gain confidence that you’re addressing their jobs-to-be-done. (side note, many orgs are buried in research that’s just not actionable!)

Introspection — Elucidate misunderstanding and overcome assumptions across your team, starting with the ‘obvious’ questions

Align your understanding of the subscribers goals with the business goals using a KPI that reflects success for both

Sounds simple but it’s harder than that, we’ve had clients describe our goal alignment exercises as “business therapy” for a reason. We begin to tackle this and more in our new workshop on the Subscriber Growth Framework (next session is in March) as well as in our bespoke Diagnostic. Both are worth checking out if you’re feeling that consensus and confidence may be a ripe area of opportunity for your team.

Thanks
- Matt

P.S. Our SubscriptionWorks AMA line up is so good, I hope you’re planning to attend all of them featuring Embodied, AARP, The Washington Post, One Medical and more.

*Not a SubscriptionWorks member? Learn more about joining future AMAs, events and more here.