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Change Management Resources
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When Change is NOT the Right Thing for Business - Harvard Blog Perspective

When Change is NOT the Right Thing for Business - Harvard Blog Perspective | Change Management Resources | Scoop.it
Ask your customers what they want.
  • Is constant adaptation always the best policy?
  • Do your customers really want you to change?
  • Will change alienate your base?
  • Will you confuse people?
  • What is the cost?
  • Will the change make you vulnerable?


The bottom line:  "Your customers will dictate when and how much to change. Keep asking them what they want (we recommend a formal or informal audit every six months) and keep watching their behavior, since they aren’t always able to articulate their desires. Then change as they do, or just a little bit faster."

Deb Nystrom, REVELN's insight:

This change management perspective is worthy of review for any change leader or facilitator/consultant.  The 5 questions are savvy "change what" questions and highlight that change is driven by staying close to the heart and sensibilities of your customer, even if they cannot articulate what they want.  

Henry Ford said that if he'd listened to his customers, he would have built a faster horse.  However, in one sense, that is exactly what he did.  Then it was up to us to build better roads.

Systems thinking and change, once again.   ~  Deb 

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Deb Nystrom, REVELN's curator insight, April 29, 2:16 PM

The 5 questions are savvy "change what" questions and highlight that change is driven by staying close to the heart and sensibilities of your customer, even if they cannot articulate what they want.  

Henry Ford said that if he'd listened to his customers, he would have built a faster horse.  However, in one sense, that is exactly what he did. Then it was up to us to build better roads.

Systems thinking and change, once again.   ~  Deb 

 

Rescooped by Deb Nystrom, REVELN from Business transformation
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Putting Customers as the Center of Your Business ~ Forrester

Putting Customers as the Center of Your Business ~  Forrester | Change Management Resources | Scoop.it

"Does everyone in the organization have a clear picture of the processes customers go through when interacting with the organization?"


Forrester recently released a book ' Outside In : The Power of Putting Customers at the Center of Your Business'. The book highlights that customer experience is the greatest untapped source of cost savings ...



Understanding customer behavior and interactions can lead to the following benefits:



Identify New ‘Niche’ Customer Segments – Just because people share some similar characteristics  (e.g. female in the age group 35 – 45) does not imply that they share the same passions and interests. 



Deliver Targeted, Personalized Content and Advertising – Moving beyond ‘likes’ and ‘follows’ – to create a 360 degree of the customer ...for improving customer understanding and targeting them with personalized content.


Increase Customer Loyalty – Gaining deeper insights into existing customer segments as well as discovering new customer segments by developing a multi-channel strategy and aggregating data across mobile, social and digital channels.



Via Tom Debruyckere
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Robin Martin's comment, November 4, 2012 8:09 AM
Thanks Deb!! ; )
Deb Nystrom, REVELN's comment, November 4, 2012 1:49 PM
You are most welcome Robin!