It’s about the system. It’s about balance.

Today’s inspiration comes from C-Notes.  The question posed was [and I’m paraphrasing]:  As you design the customer experience do you think about it from a system point of view?  Do you think about the balance?

I don’t think we do.  And, we do even less of this kind of thinking when we start talking about the employee experience.  We don’t seem to have/or take the time to really understand these relationships, the kind of experience we want them to have and the implications  that would have on what and how we do things.

It’s the kind of process that takes up front thinking.  It takes time.  And it can challenge all kinds of preconceived notions and assumptions.  This kind of thoughtful and intentional orientation to organizational change is much more like walking a labyrinth – all be it one on steroids – than any linear change model would ever suggest.

And in my experience, very few organizations have the will to really think it through; to back up and understand what they are trying to do and the implications that has on their organization and the communities around them.  But when they do what happens next is amazing.  Teams gain deeper understanding. Decisions that were written in stone are reversed or adjusted.  Opportunities open up that had never existed or been explored.  Barriers disappear.  Things change for the better; for employees, for customers and for investors.

Has your organization got what it takes for this kind of conversation?

Tags: Disciplined approach, Employee orientation, Relationship