Change management, as I see it, is all about growth and progress. But true transformation often requires tough decisions – who helps move the department or organization forward, and who doesn’t? Who is thriving within the organization, and who needs help to look beyond the walls of the organization? Just as a surgeon sometimes has to intervene to enable healing, these moments are always painful but necessary.
Zelforganiserende organisaties hebben naar mijn mening een duidelijke, gedeelde strategie nodig (en data, maar dat is voor een ander artikel) om autonomie te combineren met samenhang en richting.
When Gerda Swinkels-Legierse took up her position at Dutch company Grodan in 2018, the company only measured customer complaints and did an NPS survey on an annual basis. Grodan,…
Today, brands are focused on establishing a relationship with customers and look beyond the activity-based process of winning the customers’ hearts. This new outlook has also evolved the customer experience metrics that matter most than ever and will continue to drive the organizations’ customer-engagement operations.
In the battlefied, your victory is defined by deafeating your opponent. In the marketplace, your victory is determined by taking a place in the mind and heart of customer.