The emerging characteristics of successful change
- Awareness and awakening- defining the new vision
- Physical and process change- the re-engineering piece
- Cultural change- the “hearts and minds” piece
- Skills and knowledge- rewiring to host a different conversation
- Continuous improvement- practice and renew
The 4 Ps of structural change
- Physical
- People
- Process
- Product
The 4 Cs of strategic change
- Convert customer to stay
- Convert stay to engage
- Convert engage to counsel
- Convert counsel to sell
TAPES your hero categories
- Treat
- Alleviate- symptoms and side effects
- Prevent
- Enhance
- Support
