LAYER 1
Ignite Succesfull Transformation
A. Speak the language
Show The Biggest Impact
You have read that those 250+ driver analyses across different industries and countries structurally show that the human aspect is the number one driver. Yet most companies, especially with the focus on digital transformation, focus on the more transactional topics. Run the “Hygiene or Human?” exercise to find out this balance in your own organisation. And we have added a download for you to easily make the business case based on preventing unnecessary contacts and an example where we used the driver analysis statistics to calculate the revenue potential.
Hygiene or Human?
Plot your current improvements and find out if – like many – you are overly focused on fixing issues (hygiene) and lack focus on the human drivers (differentiators)
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Bold Business Case
Calculate the easiest, fastest business case with the least amount of assumptions and see how the drivers can build a business case as well.
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Your Action
Is your organisation already convinced about the importance of CX but wondering why things are not improving? Then I’d start with the “Hygiene or Human?” exercise. If you still feel you need to prove the financial impact, then start with the “Bold Business Case”. And don’t forget to assess the quality of your existing research by comparing it to all you have learnt from the chapters around the issues with most research approaches!
B. Design Daily Habbits
Turn Insights into Behaviors
The challenge after finding the right insights, is to translate those into tangible habits for all employees and leaders to implement in their daily work. But how do you come up with good habits? What are some design principles in coming up with habits? That’s what we will show you in the “Daily Habit Designer” download. And since it’s always easier to start from a baseline instead of from scratch, we have also created a PDF with the habits from the book, so you can take those and tweak them to your context.
Daily Habit Designer
Take your research insights and learn how you can translate them into daily habits for all your colleagues to experiment with.
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Habit Hacker
Download all the habits that Zanna shared in the book and use them as a baseline to tweak them to your relevant context.
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Your Action
Before you start designing habits, make sure that you choose smartly on which topics you want to build habits. Is it for drivers of customer experience, is it for more sense of purpose for employees, is it brand or cultural values or digital transformation? That choice defines your list of habits to create. After everyone agrees with the topic of choice, you can start creating your habits!
C. Energize All Employees
Create Engagement Through Excitement
Designing the habits is one thing, energizing many employees to volunteer to experiment with them is another as you have seen in the book. It’s super important to embrace playfulness as a design principle for any transformation. Bring back the fun of experimentation, connect back to meaningful work and making customers or colleagues happy. Making a difference to other human beings. You can experiment with the impact this makes through our “Playfulness Sprintweek”. And if you have been testing some habits already, but wonder why they might not stick, check out our “Habit Reflection” download.
Playfulness Sprint Week
Experience the impact of playfulness (energy, fun) by choosing one of the examples from our download and running it for one week. Enjoy!
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Habit Reflection
Sometimes the tiny habit is not sticking and you might give up. Here’s how to prevent giving up: run a check reflection of why your habit is not sticking and adapt it.
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Your Action
Try one of the examples from the Playfulness Sprint Week in one team first. See what the impact is, learn from that, create energy around it to then scale it to the rest of the organisation or start the Habit Hacking™ campaign after this first experiment. And if you and your team are willing to experiment with habits, ensure all participants have access to the Habit Reflection so they know not to give up but to reflect and adapt their habits.
D. Prove It Works
Stumble Over The Truth
From the book you know that there are several ways to prove during your transformation program that you speak the language of the organisation. Meaning hard, measurable insights. On the driver analysis side, in the book Zanna talks about letting people stumble over the truth, for example with a quiz. Below you find an example that we often use “Driver Quiz Time”. And also on the Habit Hacking™ side you want to show it adds value by collecting feedback from participants. That’s the “Hacking Evaluation” download you find below as well.
Driver Quiz Time
Prevent colleagues from saying “I knew this, this is nothing new” by letting them stumble over the truth with the outcome of the drivers: run the quiz!
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Hacking Evaluation
You believe when you start using tiny habits, that it will work. But did it really? The proof is in the pudding so ask your colleagues for feedback and see the impact.
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Your Action
For these two downloads, it depends on where you are in your CX transformation journey to see which one is the best to start with. Are you about to share insights from customer or employee research? Then the best start is the quiz. Have you already been experimenting with some habits? Then the Habit Evaluation is a very valuable tool. Just remember: the goal for Prove It Works is to show measurable impact within 3-5 months!
