Communicating with Senior Management

Topics covered in the text regarding communicating with senior management:

1. Putting Information in Context:
- Focusing on key metrics that matter (customer satisfaction, cost structure, market share, brand reputation).
- Providing a larger perspective on the organization's performance.

2. Keeping It Quick:
- Understanding senior managers have limited time.
- Presenting information efficiently and effectively.

3. Providing Context:
- Examining the implications of data (e.g., customer satisfaction scores).
- Identifying areas for improvement and understanding the reasons behind them.

4. Differentiating and Innovating:
- Looking beyond current performance to explore future opportunities.
- Emphasizing the importance of staying competitive and innovative.
- Highlighting the need to lead and provide outstanding services to customers.

If you have questions about customer experience, please reach out to Brad.

5-28-24 Added CC, Description and Tags

[subhaschaudry]

nice and concise. was looking out something exactly like this ... a bit more advice would be hep though

[Dadguitar]

What would also be nice is to have senior leadership figure out how to talk to their employees who are their number one asset. This kind of stuff makes it feel like there’s some kind of a rule book to talk to someone with authority. Not cool but very much an accurate sampling of the reality at most organizations. This is upside down thinking.