Today, I will share the learning notes by watching career coaching videos by Dr. Grade Lee, where she talked about an ABCDE principle for career advancement. 

The Ability to Think and Plan for the Future means knowing what will happen in the future and planning for the organization to be prepared and thrive down the road. The ability requires knowledge of the market and skills to define strategy rather than the tactics for the implementation.
 
Bias towards Thoughtful Actions emphasizes the impacts of the decisions and actions made, which must be thoughtful and careful deliberation to guide others to follow the direction. ​

Communication for Cohesion means deniers the message, influencing and persuading the organization to understand the mission and work in the same direction with motivation.
 
Decision Making without Bias demands objective decisions based on extensive data collection, thoughtful analysis, and comprehensive assessment of risks and outcomes projected. The decision has to be consistent, stable, and confident. Decisions have significant impacts, especially those made by people in leadership positions.​

Emotional Governance involves managing a emotions, cultivating trustworthy relationships, and influencing others to gain support. It's important to show respect to everyone and use professional language, avoiding personal comments. If there are conflicts, address them in a factual manner without involving emotions. This is the foundation of office politics.
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We already know that working hard doesn't lead to career advancement. Instead, mastering a few principles and gaining the skills do. ​

Change management would start from a very minor ask. Then, take small steps towards the goal, one step at a time. Ideally, the changes are so small that we can get it done without people noticing the difference or raising any objections. We can establish a social norm to influence such minor changes.​

The approach is backed up by extensive research and practices on how small changes are practical when people make meaningful changes. 

Customer feedback is the information, insights, issues, and input customers share about their experiences with our company, product, or services. Customer feedback is an essential asset of every organization. Because the feedback provides the sounding board for our products, services, and market strategy. Carefully listening to customer feedback and taking action enables organizations to make the right strategic decisions. I will share several key points I recently learned about handling customer feedback. 


Capturing the Right Feedback - The problem is what's right. The right feedbacks are those driving changes. Because the changes can be costly, choosing which feedback to listen to, what priority to take, how to respond, and the critical steps to take are essential. The decision has to be evaluated against the business impacts and actual influences. How do we know if our choices are correct? The best practice is to set up a structured decision-making process and construct a well-managed feedback loop to validate and revise decisions along the way. 


It's also about capturing the feedback right. Have we really heard from the customers, or do we only listen to what we want to hear? To avoid this confirmation bias, we need to go where our customers are, watch them, live with them as we can, and really understand them, their habits, how they solve their problems, and where the feedback comes from.


Gaining a Holistic View of the Feedback - Despite collecting extensively, the message comes from different media channels, demographics of users, and from different perspectives., gaining a holistic view doesn't mean we need as much information as possible. We need the ability to filter, consolidate and summarize feedback in a meaningful way and the power not to be distracted by noises and distractions. 


Dealing with Social Media with Caution means handling information on social media with caution. Social media generally have 10% taking 00% of the voices (source). Nowadays, we also have 20% bot users (source) and fake news/messages. 

Customer feedback handling requires attentive listening, critical analysis, and a structured decision-making process to void mistakes. ​