Culture Is the Cart, Change Is the Horse
In this final post in my CX-focused series on applying John Kotter’s 8 Steps to Accelerate Change in Your Organization, we cover the eighth step: Institute Change.
The problem is that most employees believe they’re doing the right thing for customers – it’s those people in [insert name of some other department] who are messing up. So if you start with culture change – putting together training, creating a customer room, waiting for improved outcomes – you’re loading your cart before you have the means to propel it forward.