Imagine spending tens of thousands of pounds creating and communicating a new set of company values and finding that despite the investment your people don't know or care what they are. Unthinkable right? We come across organisations every day that have done just that. They have missed the simple, most important step in bringing values to life.
According to recent PriceWaterhouseCoopers research, attracting talent that shares your organisation's core values can give up to a 700% return on your investment over their total period of employment. Read on to find out more about my two stage approach to matching talent values with a strong behavioural based performance management process.
For the last few years my family and I have spent our summer holiday on the Greek island of Kos. It is an idyllic place and we enjoy the friendly and laid-back culture of the people we have met over the years. This includes Alex, a retired executive from the UK who now lives in Kos, who I have got to know quite well. While enjoying a coffee with Alex we stumbled into a conversation about change and the significant role of Short-term Wins in the adoption of Organisational Change. While not the kind of topic of conversation I had anticipated having while on holiday, it was a useful reminder for the culture change projects I am working on right now.
An increasing number of organisations are appointing people into senior Customer Experience roles. As the experience economy grows the expertise of CX professionals will become even more valuable. The early challenges are the greatest, so this article will be most valuable if you are new to Customer Experience or are a leader in an organisation starting it's CX journey.