Shifting the dial on change experience creates better customer outcomes

You've likely heard people talking about the influence that employee experience has on your customer experience by now. There's a direct and measurable correlation between the reported experience of your people and the customer experience that those same people are creating.

The culture of your organisation, the approach that leaders take to leading teams, the level of engagement and all the factors that influence it have a huge impact on the customer outcomes that you create.

And you already know that my belief is that you can ONLY deliver your strategy with and through your people.

What if I told you that the change experience we create has a direct impact on our customer outcomes?

It’s not just in implementing projects better - although that’s part of it.

The experience that our people have through the changes that we implement is a huge contributor to their employee experience.

Poor change experience undermines trust and diminishes the sense of being valued, it also creates a feeling of values misalignment and is one of the fastest ways to derail your culture.

When your people feel like they aren't being listened to, or that change is being done to them with little concern for the impact on how they work - that is immediately disengaging to them.

Build that out over a miriad of changes delivered with little consideration for how your people can collaborate with you in bringing them to life? Well that can build an unintentional outcome of people feeling like they aren't really part of something bigger.

And, it bears repeating…

Employee experience is one of the strongest links to delivering on the customer experience that you want to create.

So much effort is put into creating impactful customer experiences… and the engagement of our people is a key contributor to bringing those experiences to life - when we aren’t getting change right, we are directly impacting the customer experience.

Part of why this feels so challenging is that change experience is about guiding the emotional engagement of our people. It’s so much more than just implementing a new process, technology or way of working.

This is why when I created Change Essentials, I focussed on thinking differently about the core things that create a great change experience. When you get the foundations right, everything else flows so much more smoothly.

Things like engaging people in a conversation rather than just communicating changes to them, and using true collaborative and co-design techniques to design and implement new ways of working really matter in the change experience you are creating.

The other critical aspect is creating an environment where leaders are responsible for the change experience. Enabling leaders is about building capability and helping them understand what transformational leadership looks and feels like.

What that looks like is coaching leaders through their own journey with change and transformation and shifting the culture of leadership in the organisation to support a different way of doing things.

It's commitment to these kinds of activities in how you manage change that will shift the dial on your change experience and therefore the employee experience metrics that we're all chasing.

To learn more about how you can think differently about change, join the community at the link below ??????

https://nicoletewierik.com/ceoverview