If you could go back in time and give yourself some advice, what would it be? One thing, for me, would be the importance of setting goals, in your work or personal life, that are medium term (say quarterly). Whatever system you use to manage your time (more on that later), those medium-term goals are what allow you to achieve big long-term objectives, without getting swamped in the urgency of the little stuff.
think this is really applicable to the action plans we draw up for improving the customer experience. It's easy to get lost firefighting the bad news from your most recent monthly survey, while lasting changes feel too big to address. The best Priorities for Improvement strike that medium-term balance that makes them significant, but addressable.
Thanks for reading,