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“Customer Experience is not just about

passion. It is about profitable results.”

~Lior Arussy

Changing the Way We Change

Posted: Apr 01, 2016 by K. Sirimoglu

The clash between human resistance to change and the scope and speed of change today is inevitable and calls for a new review of the way organizations approach change. 

It was one of the most violent workshops I have ever conducted. “I know people like you” was one of the accusations I heard from one of the participants during the dialogue. Some came to apologize after the session for the heated discussion. The topic of this heated discussion? The introduction of express service to customers. Employees were fully aware why it was important, but resisted it with all their might. They were passionately against changing the way they did business and expected customers to wait for them.

 

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