Put the customer experience on the agenda – the Level 10 Meeting™

More and more organizations prioritize the customer experience (cx) to differentiate from competitors and achieve growth. In the process of making the customer experience part of daily operations, a successful feedback strategy is key to capturing customer insights and enabling higher management to make business decisions based on actionable data.

This dynamic approach to business success makes cx measurement and management a strategic priority for the company and its leadership team. In this context, an emerging trend known as the Level 10 Meeting™ is one of the most popular tools to help your business focus on its cx initiatives and drive sustainable gains.

What is a Level 10 Meeting™?

The Level 10 Meeting was first introduced by the EOS® – the Entrepreneurial Operating System and refers to a type of business meeting that follows a strict agenda and is designed in such a way that ensures that leadership meetings are effective, focused and actionable.

Level 10 Meetings are held on a weekly basis, last for 90 minutes and include a rating component that helps determine how the meeting went.

Here’s the agenda:


Kick things off on a positive note by sharing a win or a great moment. This will ease everybody into the meeting and get you started in the right foot.

Scorecard review

Discuss three to five metrics that you consider crucial for your business success.

Rock review

Every participant shares the status of their “rock” goals. “Rocks” refer to projects that require at least three months of work. If any of these projects are off-track, create an issue to discuss at a later stage in the meeting.

Customer and employee feedback

Share employee and client feedback with the team. This portion of the agenda is crucial for organizations that want to make the most of their feedback processes and capitalize on the power of feedback to learn from past mistakes, develop operations and ensure future success.

To-do list  

Go over your to-do list (which carries over from meeting to meeting) and determine what is done, not done, and what is in progress.

Issue list

This portion of the meeting should last 60 minutes (as opposed to every other portion that lasts 5 minutes) and it focuses on gaining a deeper understanding of business issues and figuring out the best way to solve them.

The attendees of the meeting run through all listed issues, vote the top three most important ones and try to tackle them in the meeting. In the case that issues remain in the agenda for more than a few weeks, set them aside as long-term problems and discuss them on a quarterly meeting.


Summarize the next steps and allow the participants to rate the meeting using a scale from 1 to 10.

The benefits of the Level 10 Meeting

The strict timetable and predefined structure of the meeting allows for a goal oriented and efficient approach to resolving business problems and achieving desired outcomes. The fact that the customer and employee experience is always part of the agenda allows for effective decision making that relies on feedback insights provided by actual stakeholders.