Achieving Business Excellence with John Spence

I have just returned from two days of facilitating a strategic planning retreat for the board of directors and staff of the Tree Care Industry Association (TCIA). This is a great organization that has been around for years and years, with absolutely fantastic people in the tree care industry. As part of the planning process I did a survey to more than 1,000 of their association members to ask a few questions about where they saw the industry heading and what they were looking for from their association. I cannot express to you how valuable the feedback we got from the membership base was, and how important of a role it played in setting the strategy for the next few years of the association. My point? Even though this is a highly successful organization that interacts a good deal with their membership they realized they were not doing nearly a good enough job of actually… listening to their customer. [Read more...]