Rethinking Our Approach: Breaking Free from the 'We've Always Done It That Way' Mentality
Jason S Bradshaw
I help leaders launch, scale and grow their business with Experience Management as a way of operating.
In the realm of adjusting to a post-pandemic world, I recently reflected on my experience embarking on a Disney Cruise.?
I was reminded of an important lesson: the danger of clinging to traditional methods, as demonstrated by Disney Cruise Line's decision to revert to pre-pandemic operational norms while other cruise lines embraced innovation. As we navigate our own business landscape, it's crucial that we avoid blindly sticking to past practices and instead embrace innovation and adaptability when necessary.
After the COVID-19 pandemic, major cruise lines were forced to make changes to their procedures. One significant change was the mandatory safety drill before the ship set sail. Previously, guests would gather in designated areas, endure a long wait for everyone to assemble, and participate in a safety briefing, often under the sun for an uncomfortable amount of time.
However, in response to social distancing requirements, cruise lines opted for a digital transformation. Instead of the traditional drill, guests were now required to watch a safety video on their smartphones and complete the check-in process digitally at a specific location, eliminating the need for long queues in the sun. This streamlined approach was well-received by guests for its convenience, leading many cruise lines to adopt it permanently.
In contrast, Disney Cruise Line, after social distancing requirements expired, chose to return to the pre-pandemic mode of operating, physical assembly of guests in designated areas. This failure to adopt change that was loved by customers and most likely employees is dissapointing.?
Considering this lesson from the cruise industry, here are three areas to consider when evaluating a change
1-? ??Customer Feedback & Fulfillment: do customers believe the new change has/will deliver a significantly improved experience? Does the change allow customers to achieve their goals with your product faster or perhaps open them up to experiencing more of your offerings? Does it allow you to fulfill the customer’s requests faster with less pain?
2-? ??Employee Feedback: Do employees benefit from this change? Does it allow them to be more focused on delivering a consistently excellent level of service? Does it remove pain for them?
3-? ??Commercial Outcomes: Does the change deliver the same or better experience at a lower cost or the same cost while optimizing future revenue opportunities?
Unfortunately, change isn’t easy, but when implemented in a way that delivers in these three areas, it will help your business achieve breakthrough success.
So my question for you today is, what change have you resisted that you should revisit???
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2 years ago I opened the doors offering coaching and mentoring to business owners and leaders, guiding them toward breakthrough success,
I purposefully chose to cap the number of clients I work with simultaneously so I can serve them best and accelerate their growth.?
The next phase for many of my clients is to move from one-on-one support to a collaborative group mastermind setting.
So, with the mastermind in place, I can once again open my doors to my new intensive coaching program.
Thought of the week...
领英推荐
When someone says "Happy Holidays" instead of "Merry Christmas", remember they're not doing it because of political correctness. They do it out of respect. Because from the 20th of November to January 24th, there are at least 14 different religious holidays.?
So, when someone says Happy Holidays to you, thank them because they are being respectful.
In the last fortnight I've released just one new Chats with Jason episode.?
I have more episodes in editing that will land over the next few weeks.?
Check out our latest episodes today on your favourite Podcast App or on YoutTube.??
What I read this week ...
In Brittany Hodak's groundbreaking book, "Creating Super Fans," readers are taken on a journey into the heart of customer engagement, discovering a paradigm shift that challenges conventional business practices.?
At its core, "Creating Super Fans" is a manifesto for a new era of customer-centricity. Hodak argues that the traditional transactional approach to business is no longer sufficient in an era where consumers crave more than justproducts – they seek genuine connections and experiences.?
Through a blend of anecdotes, case studies, and practical advice, the book illustrates how companies can evolve from mere providers to creators of meaningful and lasting connections.
One of the book's standout features is its focus on the "Superfan Formula," a strategic blueprint that encapsulates the essential elements of turning ordinary customers into fervent advocates.
Get a copy of the book today here.
Jason can help your business grow, reach out to learn more today.
"You Cannot Entertain Weak, Harmful, Negative Thoughts 10 Hours A Day And Expect To Bring About Beautiful, Strong, And Harmonious Conditions By 10 Minutes Of Strong, Positive, Creative Thought." - Charles F. Haanel
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