Your perception may not
be the reality
In The Matrix, Neo’s turning point comes when he is shown the truth: there is no spoon. He then understands that in reality, it is he, not the spoon, that bends.
When, as individuals or organizations, we want to encourage specific actions or reactions from the people we work with, we have to start with the understanding that we can only change what we do and how we do it.
Once we embrace this truth, we can then take the next step which is to put ourselves in the other person’s position so that we can work with an appreciation of their reality rather than our perception of what their reality is.
There is always room to grow
According to The Economist Intelligence Unit, 59% of bosses see turnover increase faster when they prioritise investment in the customer experience.
Leading organizational change always starts with a bit of mindset transformation because we usually have to pull time, budget and resources from one important area to invest in another.
Customers are becoming more demanding and comparing different companies against each other when they base their decisions on where to purchase based on their experience.
Change without leadership can cause chaos or distrust from employees or investors, and the vision of the change could be lost.
Rosetta says that engaged and satisfied customers buy 50% more frequently, spend 200% more each year, and are five times more likely to display brand loyalty.
Anytime leaders fall short on fulfilling expectations, their teams become disillusioned, confused and unmotivated. The business suffers.