Começar pelo fim

Começar pelo fim, começar pelos resultados desejados e recuar até ao que é preciso fazer.
.
Apostar na comunicação, não acreditar que ela acontece por difusão, ela tem de ser realmente executada.

"How do you get employees to behave in ways that differentiate your brand to the people that matter most to your business: customer prospects, clients, partners, colleagues, and recruits?
.
Too many companies are still trying to create thick manuals that lay out every possible scenario and a corresponding brand-appropriate response — an “if they do this, you do that” kind of approach. Very reactive.
.
With the world a messy place filled with unexpected situations, it’s just not possible to anticipate everything.  (I’d argue it’s not even desirable.) So if you can’t script every interaction, what are some ways to drive a consistent customer experience from a diverse range of employees across an even more varied range of interactions? ... You have to work from the outcomes back. And the best way to do that is to work back and from a single question: What do you want them to say after they walk away?"

Trecho retirado de "Tell Your Team What Customers Should Say About Them"