Still finding Clued In : How to Keep Customers Coming Back Again and Again to be really helpful in some key ways. There is really something to the intentional effort to create meaningful experiences. At the same time, developing this capability isn’t just the most recent program du jour. It’s about becoming better at doing what we’re trying to do anyway. But it’s not a program.
And that’s counter to what’s happening in many organizations where they’re referring to "change initiatives as programs rather than comprehensive value propositions (p. 112)." I call it the lure of the next big thing. Steve Haeckel, director of strategic studies at IBM’s Advanced Business Institute, refers to as the "bolt-on" theory. Haeckel observes "that businesses tend to bolt things onto existing practices rather than consider the best way to comprehensively configure and implement something new (p. 112)." And that is totally the case! If you’ve been watching, it’s probably been part of the culture of your own organization. If not, you’re the exception.
Can we change? Yes, but only if it becomes part of the new value proposition.