Bottom line: what got you to this point in your business won’t get you to scalable, sustainable growth.

Redefine teams’ and individuals’ targets. Use the new KPIs you’ve defined to track performance on projects and daily tasks.

Use the CX map to guide individual projects within teams’ larger plans. This can be as simple as adding one to two lines at the top of your company’s project brief, stating what customer Job and milestone the project is designed to improve (and, as above, which KPI will be impacted).

This limits random projects or tactics that eat up time and resources but don’t contribute to the big picture.

If something looks like shit, people will treat it like shit.

Use the CX map to guide annual and quarterly planning.

For now, put opportunities that bridge other success gaps on the shelf; with clarity on your top priority comes focus.

which success gap is causing the most harm to your customer’s experience?

Or, as Gary Keller asks in his book The ONE Thing: “What’s the one thing you can do, such that by doing it, everything else will be easier or unnecessary?”2