Leading Behavioral Change
A 4-step guide on how to lead behavioral change that will enable every organization to accelerate their performance.
Front-line employees all work closely with customers, and thus have a share in creating sales, sustaining customer loyalty, and guaranteeing differentiation. If managed correctly, the human touch can be optimized through behavioral change, both driving efficiency and unlocking significant potential. Yet, many organizations struggle to implement desired behavior, and thus unintentionally jeopardize customer retention and decrease sales opportunities. A deep dive on behavioral change rooted in a data-driven approach is often required in order to unlock full potential. Typically, only a few behavioral changes can have a massive impact.
Behavioral change is not a one-shot attempt, still employees are often flooded with new initiatives, as organizations seek to accomplish all at once.
Most organizations have defined a behavioral codex, and yet when it comes to implementing desired behavior many organizations run their heads against a brick wall. Behavioral change is not a one-shot attempt, still employees are often flooded with new initiatives, as organizations seek to accomplish all at once. Typically, most organizations find it easy to define the what to, but stumble when reaching the how to. Several studies point out the need for a continuous implementation of behavioral change and a clear set of priorities. German psychologist Hermann Ebbinghaus carried out experimental studies of memory in the late 19th Century, culminating with his discovery of The Forgetting Curve. The studies found that if new information is not applied, we will forget about 75% of what we have learned after just six days. However, many organizations neglect setting up a structure for implementing behavioral change and sustaining it through continuous messaging and feedback-loops.