Emily breaks down how to use the balanced scorecard to operationalize strategy, focusing on its four key perspectives: financial, customer, internal process, and learning and development. She discusses how financial metrics like cash flow are lagging indicators and the importance of customer perception using metrics such as net promoter scores. Emily also explains the role of leading indicators in internal processes and learning, using examples like strategic information coverage ratio and employee engagement scores.Links Mentioned:Clarity Call with EmilyFree Resources:Strategic Planning Checklist Chief of Staff Skills Assessment ChecklistA Day in the Life of a Chief of StaffChief of Staff ToolkitGet in touch with Emily:Connect on LinkedInFollow on YouTubeLearn more about coaching Sign up for the newsletterClarity Call with EmilyWho Am I?If we haven’t yet before - Hi👋 I’m Emily, Chief of Staff turned Executive Leadership Coach. After a thrilling ride up the corporate ladder, I’m focusing on what I love - working with people to realize their professional and personal goals. Through my videos here on this channel, books, podcast guest spots, and newsletter, I share new ideas and practical and tactical tools to help you be more productive and build the career and life you want. Time Stamps:00:00 Introduction to Balanced Scorecard Part 200:32 Recap of the Four Perspectives00:45 Deep Dive into Financial Perspective02:13 Understanding Customer Perspective03:18 Metrics for Customer Perspective05:16 Exploring Internal Process Perspective06:12 Key Metrics for Internal Processes08:41 Introduction to Learning and Development09:22 Metrics for Learning and Development12:50 Top-Down vs Bottom-Up Approaches14:36 Why These Four Perspectives?17:17 Conclusion and Next Steps

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