Is your Brand Promise important to you? (Huh?) Is it important to preserve a stellar customer experience during change?
As you make changes throughout your organization do you mindfully consider the impact on Brand Promise? On the culture that supports it? Many organizations take this for granted.
Do you tolerate or build (gasp!) changes that compromise the Brand Promise?
Ally gets – have a look at “The Egg Management Fee” commercial. They understand that many organizations knowingly BREAK the promise. Really? Yes, spend 20 minutes with Seth Godin here if you doubt this.
Remember, your customers are not dumb – “they” are “us”!
Most “systems” when they are first imagined are “whole”― most business cases envision maintaining the “whole”.
Implementation often compromises this ― most change jeopardizes brand promise.
Change is often structured as Projects and Programs. They have a tendency to gain momentum, like freight trains, and to become myopic (delivering in terms of time, cost and scope) – sometimes compromising original vision (both Project / Program and Organization) to get to an end.
Honour original intent (vision, mission, values).
Build security into your Change Management Strategy – articulate a clearer vision, detail the compromises you will and will not tolerate, engage your people’s hearts and minds in the real solution.
Inspired by “Peace Train” by Cat Stevens (beautiful, live 1976 Earth Tour performance here).