Boards are frequently told that one of their most important responsibilities is strategy oversight.

Fair enough, but there is a prerequisite that gets considerably less attention:

The board has to be aligned enough to oversee the strategy effectively.

McKinsey recently made this point in the context of AI strategy, noting that, “Without alignment between the board and management, oversight becomes either superficial or paralyzing.”

While AI may be forcing the issue into sharper focus, the principle applies much more broadly. It is difficult for a board to provide meaningful strategic oversight when directors and management are not operating from a sufficiently shared understanding of the strategy in the first place!

That doesn’t mean every director needs to agree with every strategic choice. In fact, a board that agrees too quickly probably isn’t providing much value.

Agreement isn’t commitment.  Alignment is commitment.

Agreement says, “We all think this is the right answer.”  Alignment says, “We understand the decision we have made, why we made it, what assumptions it depends upon, and what would cause us to reconsider it. And once the decision is made, we are committed to supporting its success.”

That’s a much higher bar.

And commitment doesn’t mean directors stop questioning the strategy. New information emerges. Assumptions prove wrong. Circumstances change (especially competitive, regulatory, and technological conditions).  The trick is knowing the difference between constructively challenging the strategy and continually relitigating a decision simply because it wasn’t your preferred choice.

Twelve Directors Can Hear Twelve Different Strategies

Directors bring different experiences, expertise, time horizons, and perspectives on risk. Those differences are enormously valuable. They are part of the reason we have boards in the first place.

But unless the board periodically develops a shared understanding of the strategic choices being made, those different perspectives can turn into different definitions of success:  One director may believe growth is paramount. Another may believe the organization is prioritizing margin. A third may think management is deliberately sacrificing both to build a capability that won’t pay off for three years.

All three can listen to the same strategy presentation and leave believing they heard the same thing…Until the next major decision exposes that they didn’t.

Misalignment revealed is more useful than misalignment concealed.

Alignment Requires Conversation, Not Presentation

This is where meeting design matters.  A 60-slide strategy presentation can transfer enormous amounts of information without creating much alignment.

Alignment comes from conversation.

  • What are we really trying to accomplish?
  • What choices are we making?
  • What are we explicitly not going to do?
  • What assumptions have to be true for this strategy to work?
  • Where are we taking risk deliberately?
  • What indicators would tell us that our assumptions are wrong?

Those are not presentation questions. They are discussion questions.  And boards need enough time and structure to wrestle with them (Hint: so limit the presentation time and maximize the discussion time!)  Why?  Because big decisions deserve better conversations.

Disagreement Can Actually Produce Stronger Alignment

Here is an interesting paradox:  Boards sometimes mistake alignment for harmony. As a result, they may avoid surfacing disagreement in the interest of keeping everyone “on the same page.”

Genuine alignment often requires the opposite.

  • Put the disagreements on the table.
  • Have directors articulate what concerns them.
  • Test assumptions.
  • Ask the dissenting director to make the strongest case against the proposed direction.
  • Ask: “What are you seeing from where you sit that the rest of us might be missing?”

Once you have asked good, probing questions, then decide.  The objective isn’t unanimity. Nor is it to grind away until everyone agrees.  The objective is to use the differences in the room to make a richer decision, develop shared clarity around that decision, and build the commitment necessary to support it.

I like to put it this way:  Candor before the decision. Commitment after the decision.

After the debate, every director should be able to explain something close to the same strategy, including the tradeoffs the board and management have consciously accepted.

They don’t have to agree that it was the only possible course, yet they do need to understand and support the course that was chosen.

The Boardroom Test

Here’s a simple experiment: At the conclusion of your next substantial strategy discussion, give every director an index card.  Don’t let them confer with each other.  Ask them to write down the answer four questions:

  1. What are our three most important strategic priorities?
  2. What is the biggest assumption underlying our strategy?
  3. What is the most important thing we should watch over the next 12 months to know whether the strategy is working?
  4. What would cause us to reconsider the course we’ve chosen?

Collect the cards and then read them.  Don’t expect identical words or automatically treat the differences as a problem.  Treat them as information.  You’re looking for meaningful consistency.

  • Why did one director identify an assumption nobody else mentioned?
  • Why are three directors watching a completely different indicator?
  • Why does one director think a particular development would warrant reconsidering the strategy while everyone else would forge ahead?

The discrepancy is the beginning of the conversation, not the answer itself.

The degree of consistency, and the conversation created by the differences, may tell you more about strategic alignment than another hour of PowerPoint ever could.  Before the board can expect the organization to align with the strategy, the board needs to determine whether it [the board] is aligned around the strategy!

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I can’t remember who recommended the book, “The Like Switch: An Ex-FBI Agent’s Guide to Influencing, Attracting, and Winning People Over” to me. It was a while ago! Was it because I’m a professional meeting facilitator and being able to connect with people is essential to what I do? Because I’m a widowed woman who can’t imagine being “alone” for the rest of her life? Or because I’m a single golfer who routinely gets paired with random people for four-plus hours?

I don’t know the answer, but whoever recommended it was onto something. The Like Switch offers practical ideas for all of the above, and really, for any situation where you want to connect with, influence, attract, or win people over.

The book is grounded in what Schafer calls the “Friendship Formula”:

Friendship = Proximity + Frequency + Duration + Intensity

Author Jack Schafer shares numerous stories and examples illustrating each component, many of which made me nod my head and think, “Yep, I know that,” “Yep, that makes sense,” or “I can see that.”

Individually, there’s nothing particularly revolutionary going on here. HOWEVER, taken as a whole, this is a solid, well-written guide to the verbal and nonverbal ways we can connect better with people, both professionally and personally. As someone who spends a lot of time observing how people interact in meetings and groups, I found myself appreciating how he pulls all these individual behaviors and signals together into a practical system. He even throws in a bit of dating advice!

There are also two large and interesting case studies, one at the beginning and one at the end, involving an FBI agent working to “turn” a spy and obtain state secrets. I don’t anticipate needing that particular skill set anytime soon!

But the ideas behind it? Those I can use.

The Like Switch added some useful tools to my toolbox for connecting with people, reading social signals, and being more intentional about how I show up with others. Whether I’m facilitating a meeting, meeting someone new, or getting paired with a stranger on the golf course, that’s a pretty useful skill set to have.

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Most organizations have a strategy.  Far fewer have an organization that behaves as though the strategy matters.

That distinction struck me recently while studying materials on the board’s role in strategy oversight. One exhibit identified a series of warning signs that short-term activities may be drifting away from long-term strategy. Among them: board reports dominated by historical information and short-term metrics, incentives tied primarily to near-term goals, too little attention to nonfinancial indicators of long-term growth, and too little boardroom discussion of emerging risks, opportunities, and future-oriented issues.

What caught my attention was that these aren’t really failures of strategy.  They are failures of alignment.

A company can have an inspiring five-year strategy while simultaneously rewarding people for hitting this quarter’s numbers. It can say that customer loyalty matters while devoting most of its management attention to revenue. It can proclaim that innovation is essential while filling every executive meeting with reviews of last month’s performance.

Eventually, people figure out what really matters…and it usually isn’t what is written in the strategic plan.

Strategy shows up in the operating system

One of the mistakes organizations make is treating strategy as something separate from operations.  Strategy gets discussed at an annual retreat. Operations get discussed every Monday morning.  But the real test of a strategy is whether it changes what happens on Monday morning.

If developing new markets is identified as critical, where is that priority reflected in resource allocation? Talent development may be essential to future growth, but how is that commitment being measured? And when customer experience is a strategic differentiator, how much airtime does it receive compared with financial results?

The same question applies to incentives.  Tell me what people are rewarded for, and I can probably tell you what the organization’s actual strategy is.

The tyranny of the urgent

Short-term performance obviously matters. Companies need revenue, margins, cash flow, operational discipline, and accountability.  The problem, in most cases, is not short-term measurement.  The problem occurs when the urgent consistently crowds out the important.

This is particularly dangerous because many investments required for long-term success make short-term performance look worse before they make it look better. Developing leaders takes time. Building new capabilities costs money. Entering new markets involves uncertainty. Innovation produces failures along with successes.  If every decision is judged predominantly through a short-term lens, the organization can become extremely efficient at producing today’s results while slowly undermining tomorrow’s.

A different alignment conversation

This suggests a useful conversation for both management teams and boards.  Instead of simply asking, “Are we executing the strategy?”, ask:  “Where would we see evidence of the strategy in the way this organization operates?”

  • Look at the meeting agendas.
  • Look at the dashboards.
  • Look at resource allocation.
  • Look at executive compensation.
  • Look at what gets celebrated.
  • Look at what gets challenged.
  • And perhaps most revealingly, look at what consumes leaders’ time.

Because strategic alignment is not created by agreeing on a strategic plan.  It is created when thousands of short-term decisions begin pointing in the same long-term direction.

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I was talking with a client recently about my Listening Post Strategy for capturing the Voice of the Customer.  The idea is fairly simple: Every employee (not just the CX team!) can be a listening post. When interacting with customers, they keep their eyes and ears open for comments, observations, frustrations, ideas, and even those casual remarks that might otherwise slip through the cracks.  As we were talking, another thought occurred to me:

It’s not enough to listen. Your listening needs to be calibrated to the customer.

Think about a piece of equipment that needs to be calibrated. Over time, it can drift. It may still be measuring something, but is it measuring it accurately?  The same thing can happen to organizations.  Over time, we become immersed in our own products, processes, policies, acronyms, metrics, and assumptions. We know how things are supposed to work. Customer satisfaction scores give us one perspective, while our internal dashboards tell us another. And all of that creates a filter through which we hear the customer.

What Did the Customer Really Mean?

Imagine a customer says, “It takes forever to get this done.”

  • The customer support team may hear: We need to respond faster.
  • Operations may hear: We need to reduce cycle time.
  • IT may hear: We should automate this.
  • Sales may hear: We need to manage customer expectations.
  • And an executive may look at the dashboard and say: Wait a minute. We’re meeting our service-level target!

Everybody heard the customer, but did anybody really listen?

What if you asked the customer to tell you more and discovered the actual frustration wasn’t how long the process took at all?  It was the uncertainty.  The customer didn’t know where things stood, what was happening next, or when they would hear from you again.

A ha!  You don’t have a speed problem; you have a visibility problem.

That’s what I mean by customer calibrated listening.  It is the organizational discipline of listening to customers through their frame of reference rather than interpreting what they say primarily through your company’s products, processes, assumptions, metrics, and vocabulary.

Four Steps to Customer Calibrated Listening

So how do you calibrate your organization’s listening?  I suggest four simple steps:

  1. Hear It.  Capture what the customer actually said.  Resist the temptation to immediately translate the comment into your company’s language or jump to a solution.  “It takes forever to get this done.”  That’s what the customer said. Specifically.  Start there.
  2. Clarify It.  In this stage, it helps to get curious, versus move on to the next customer.  Follow up by asking:
      • “Tell me more.”
      • “What makes that frustrating?”
      • “What were you trying to accomplish?”
      • “Why is that important to you?”
      • “Help me understand.”

    You are not defending, explaining, or fixing anything. You are trying to understand the experience from the customer’s point of view.

  3. Calibrate It.   Now check your interpretation.  “So what I’m hearing is that the biggest issue isn’t necessarily how long the process takes. It’s not knowing where things stand. Is that right?”  That’s calibration.  Rather than assuming you understand the customer, you’re checking to make sure what you heard is what they meant.  Sometimes you’ll get it right, and sometimes the customer will say, “No, that’s not quite it…”
    Wonderful!  Keep listening!
  4. Connect It.  One customer’s comment may be interesting.  The same comment from five customers may be a trend.  That same comment from twenty customers may be a flashing red light.  That’s where customer-calibrated listening connects to your Listening Post Strategy:Capture the insight. Share it. Look for patterns. Discuss what those patterns might be telling you. Determine whether action is warranted.  And don’t limit your listening posts to your customer support team. Customers talk to salespeople, technicians, installers, delivery drivers, receptionists, billing personnel, leaders, and countless others throughout your organization. A seemingly casual remark to any one of them could contain an important insight.

More Data Isn’t Necessarily Better Listening

Most organizations today aren’t suffering from a lack of customer data.  We have surveys, NPS scores, CRM systems, online reviews, customer service tickets, focus groups, dashboards, analytics, and more.

All of that information can be tremendously useful, yet collecting more customer data doesn’t automatically make an organization more customer-centric.

Your dashboards may tell you what is happening.  Customer-calibrated listening can help you understand why it matters to the customer.  And that requires more than technology.

  • It requires curiosity.
  • It requires employees who know how to listen.
  • It requires leaders who are willing to hear something that doesn’t fit neatly into the organization’s existing assumptions.
  • Most importantly, it requires us to periodically ask, “Are we listening to our customers, or are we simply hearing what we expect to hear?”

Maybe it’s time to recalibrate.

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Erin King is a bundle of magnetic and engaging energy, so when I heard she had a new book out, I had to buy it. The title, The Energy Edge: Next-Level Leadership in the Age of AI, sounds especially relevant, but let us be clear: AI is not the focus of this book.

The primary thesis is that, in the age of AI, the true differentiator for leaders will be the level of energy they bring to the table. (My summary, not hers.) Or, as King puts it, “Energy trumps expertise.” That’s from the first chapter, explaining why your level of energy is so important in the workplace today.

King eloquently shares what Next-Level Leadership Energy looks like, and surprisingly, much of it resonated deeply with me. (I read a lot of business and leadership books, so I’m a bit of a curmudgeon!)

She says, “By the time you close this book, you will know how to free the energy your leadership has been quietly bleeding on every undecided thing on your desk,” along with making the harder decisions only you can make and becoming the kind of leader whose energy others follow.

King delivers on this promise in a clear and energizing way that repeatedly made me go, “Oh! That makes complete sense! I get what she is saying! I’ve seen that in myself and in other leaders I work with!” And occasionally, “Duh! The remedies aren’t that hard, but you have to be intentional.”

Here’s what resonated most with me:

  • Red lights, green lights, and yellow lights. It’s the indecision of “yellow lights” that saps the living energy out of you. And the longer you defer or procrastinate on a decision, the less energy you have. So, set a tempo or “pace” for decision-making.
  • Toggles and Tattoos. Some decisions are two-way doors, like a toggle switch that you can back out of, whereas a tattoo is a one-way door that’s mighty hard to change.
  • The Three Lens Test. Many of the toughest decisions we make as leaders are difficult because they involve competing values. King suggests three tests to help light up the truth of the decision.
  • Intuition vs. Fear or Ego. King offers three useful signals that tell you whether your “gut” is truly intuition or is coming from a place of fear or ego. (Personally, I think this was one of my favorite parts of the book, as I have never heard it described quite this way!)
  • Discerning the energy of people. King explores the energy of the people you intend to hire, fire, promote, and/or develop.
  • Reading the Room. King identifies five signals that every leader should be “listening” for. These are observational skills that every good facilitator is aware of, and King nails them in her description.

Finally, King shares her “Energy Compass” in Appendix 3, which covers 15 common scenarios leaders often deal with (even before AI!), the energy mismatch underneath each one, and the small move that can fix it.

Definitely worth the price of admission. And for leaders trying to figure out what will distinguish great leadership in an AI-enabled workplace, The Energy Edge offers a useful answer: your expertise matters, but the energy you bring to your decisions, your people, and the room may matter even more.

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