Askd Read
Illustrative · 96 private conversations
Context New COO · 9 weeks in
What to protect
Some of the exceptions you may be tempted to standardize are also where customers experience the most value.
Experienced customer teams are making judgment calls outside the documented process. Before removing the variation, understand which exceptions are creating value.
What to question
Leadership sees an execution problem. Employees describe a trust problem.
People across functions describe priorities changing before earlier initiatives are finished. Pushing harder may matter less than rebuilding confidence that priorities will hold.
Who really has influence
The informal organization doesn't match the org chart.
71 of 96
participants independently pointed to one of five long-tenured employees as people they trust to explain what's really happening. Only one sits on the executive team.
Illustrative sample created to demonstrate the format and judgment of an Askd engagement. Not a real client.
Ross KaellnerFounder