Change is Easy - CRMAdvocate: 2/22/2013

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My Take: Change is Easy
Gary Lemke, Chief Customer Advocate (February 22, 2013)

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When we talk about improving the customer experience, we assume that means changing something. But to make change happen, one has to overcome organizational resistance to change. The "we don't do it that way" thinking makes change difficult, if not impossible. The hurdle is often so high that change seldom happens.

We have come to believe that change is hard. That's unfortunate because change is actually easy. In many cases it happens automatically. In some cases, there is nothing that can be done to stop change. For instance my age will continue to change (for the older) no matter what I do. Unfortunately, the easy change is often not for the better.

Change is inevitable. However, change that makes a positive difference remains hard.

Many people in your organization feel empowered to make change. Often they assume being a change agent is the number one aspect of their position plan. In such instances, the assumption is that any change is good which introduces a bias to the easy change - the change that doesn't make a positive difference.

What type of changes - the easy ones or the hard ones - are you making to the customer experience?

What's your take?

Gary Lemke

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