We want our quarterly Rocks to directly improve our client satisfaction and retention, but our strategic planning sessions feel disconnected from actual customer feedback. How do we systematically bring the voice of the client into our quarterly EOS® cycle?

Question

Tyler Smith · Accepted Answer

To make your Rocks customer-centric, you must build customer feedback directly into your ninety-day world. This begins with your weekly Scorecard. You should track a leading indicator of client satisfaction, such as a weekly net promoter score, response time, or customer health metric. If this number trends downward, it must immediately go onto your Level 10 Meeting™ Issues list to be solved via IDS®. Furthermore, before every quarterly planning session, the leadership team must review actual customer feedback collected over the previous ninety days. This feedback can come from formal client surveys, post-project reviews, or direct conversations with key accounts. Use this raw feedback to build your Issues list during the quarterly collaborative. When you sit down to establish your next round of quarterly Rocks, look at this list of customer issues. Ask yourself which customer-facing bottleneck is preventing you from scaling or maximizing your enterprise value. If customer retention is slipping, one of your company Rocks must be dedicated to fixing the root cause of that churn. By tying your quarterly Rocks directly to the issues raised by your clients, you ensure your execution resources are focused on building a high-value, highly referable business that buyers will compete to acquire.