And it's hard. Many - as high as 70% of - change initiatives fail.
But don't let that stat scare you. And don't let it change your attitude about what lies ahead. Don't let that become a self-fulfilling prophecy! You know you need to make the change. You know that it will take a Herculean effort. You can do this! And I'll help with a few tips.
The value of global real estate is enormous, topping $217 trillion–of which 75% is residential homes and property. Given this scale, it is hard to overstate the importance of real estate to people’s personal fortunes. For many, it is their largest single investment.
I bring this up because I've seen a particular phenomenon many times: executives decide to put their employee experience and customer experience improvement efforts on pause because sales figures are down. Clearly the blame is that the people focus has derailed them from business development and closing deals; there can be no other reason for this (she said with all the sarcasm in the world).
On January 18th I participated with Matt Kresch (Microsoft) in the first of three video webinars (vidnars? webdeos?) that we are presenting on Customer Experience.
It was fantastic, seriously – here’s the link if you want to check it out (registration required), and we had a very engaging (that’s what the comments said) conversation about why #CX matters now, and how to get started with your customer experience initiative.
CVS is going to make sure the products it sells aren’t promoted with images that have been “materially” altered. It’s a great start.
The announcement earlier this month read, in part: “We want our beauty aisle to be a place where our customers can always come to feel good, while representing and celebrating the authenticity and diversity of the communities we serve.”
CVS is going to put a logo on products it deems authentic.