I’ve been writing about how to apply John Kotter’s change management work to CX. This week, I’ll tackle Step Six: Generate Short-Term Wins.
The good news is that CX programs frequently excel at this. Many organizations have focused internally so much that they can easily find areas where they can develop quick wins.
Whether they have the infrastructure in place to execute them? Well, that’s another story.
The ripest opportunities for quick wins often come from digital efforts. Shortening a process here, improving communication there – these changes can make a real difference. Even when you need to take more comprehensive action, break it down so that you make an impact in the short term. This often paves the way for the success of your longer-term initiatives. (more…)