The Alignment Advantage
Our guest, Richard Nugent, starts by telling us that less than 3% of organisations think cohesively across strategy, culture, and customer experience. That’s an enlightening statistic, isn’t it? It points to a much-needed alignment for a competitive edge. The the points from the rest of the interview include:
- The Alignment Advantage: Richard shed light on the criticality of aligning strategy, culture, and customer experience in organisations. He emphasized that a misalignment between these elements can hinder an organisation’s ability to deliver its strategic intent.
- Decoding Strategy, Culture, and Customer Experience: We delved into the definitions of these key terms, acknowledging that they can mean different things to different people. Richard’s insights on these topics were particularly enlightening, and I believe they could be beneficial for your organisation too.
- The Power of Asking Critical Questions: Richard shared his approach to diagnosing organisational health, starting with critical questions about strategy and culture. This method can help identify areas of misalignment and provide a roadmap for effective change.
- Communication vs Understanding: We discussed the gap between believing in a strategy and truly understanding it. Richard stressed the importance of clear and aligned communication within an organisation, always with a desired outcome in mind.
- Aligning Culture and Strategy: We explored the need for employee engagement and involvement in creating a cohesive and effective strategy. Richard shared a compelling example of how shifting the focus to desired outcomes can make a significant difference.
- Aligning Metrics and Measures: We touched on the importance of aligning metrics with the desired culture and experience. Richard’s example from a call center was a powerful illustration of this concept.
I hope these insights spark your curiosity and inspire you to listen to our podcast. If you’re experiencing a disconnect between strategy, culture, and customer experience in your organisation, don’t hesitate to reach out to us at The Big Picture People.
Also, don’t forget to check out Richard’s book, “The Alignment Advantage” launched in June. It’s a treasure trove of ideas for anyone looking to enhance their leadership capability and align their strategy, culture and customer experience.
As always, we welcome your ideas for future episodes. Feel free to email us at info@thebigpicturepeople.co.uk or use the feedback form below.
Guest profile
Richard Nugent is the founder and MD of TwentyOne Leadership. Over the past 15 years he has worked with some of the biggest and best-known organisations in the world. He helps fast paced organisations build their capability and capacity for change. His typical clients are executive teams in the FTSE Top 250 type businesses that are about to grow or change their strategic direction. He is the author of the recently published book “The Alignment Advantage”.
Useful links
Link to a relevant episode of the podcast: https://thebigpicturepeople.co.uk/blog/podcast/connecting-employees-to-the-big-picture-s3-e8/
Richard’s links:
LinkedIn profile: https://www.linkedin.com/in/richardnugent1/
Website: https://www.twentyoneleadership.com
Link to buy “The Alignment Advantage” book: https://bit.ly/richardnugent
QR Code for “The Alignment Advantage” book:
