Start a Revolution


We are only a couple weeks into the new year, which means many people are still working hard to maintain their New Year’s Eve resolutions. These resolutions were all made as a promise, a pledge, or an oath to do something in a different way than last year, an improvement in some manner. A resolution might have been something such as; more exercise, eating healthier, balancing work, spending more time with loved ones, learning a language, or reading more books. No matter what the resolution; however, you are now discovering how hard it is to keep the resolution.

Unfortunately, about 22% of resolutions fail after about a week, 40% after a month, 50% after 3 months, and 60% after 6 months.

That’s why to really make a change, it takes more than a Resolution, it takes a Revolution. Unlike the revolt and uprising we are seeing in Iran today, a Revolution doesn’t have to be riotous. But it does have to create an upheaval in the way things are currently done to motivate a real change.

Companies that say they want to improve the customer experience and yet don’t do anything to change outdated or frustrating processes, are not truly serious in their resolutions. Rather than making the resolution a declarative pledge statement, turn it into a revolution by making it ACTIONABLE.

Start with a plan to target the areas that need to be changed. Then, follow the plan. Having a defined approach will help to keep you on track when other things come along that make it easy to distract from the route you know will take you to the next level of delivering superior customer value and creating strong customer loyalty.

Assign people to improve processes and celebrate when they are successfully implemented. Teach employees better skills to interact with technology and changing customer preferences. Redesign your hiring process to ensure right fit talent vs. hiring a warm body. Overhaul your orientation program to instill pride. Reform the way you give recognition and make sure it is for catching employees doing things right vs. catching them doing things wrong. Delight your customers in the way they want to be delighted.

2018 is going to be an exciting year and full of opportunities for success. So start a Revolution and make this the best year ever!

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