The company was not correctly deploying and creating strategy. The telltale signs were there—all things Jen picked up on in her first week. The leadership team was prioritizing the work itself, based on what it thought was right to build rather than on feedback from customers. It was reacting to the customers that screamed the loudest instead of evaluating whether those requests matched the strategic objectives. The morale of the company was low, and, because of that, employees were not producing.
