Whenever a company embarks on a process to create a culture that delights customers and creates loyalty, we usually recognise four very distinct phases in the process:
First there is awareness, where people at all levels realise that change is important and imminent. Managers usually start reading up and enquiring about what to do next Then there is the evangelical phase, with bands and balloons and a lot of “Rah! Rah!” It is usually during this phase that the company carries out lots and lots of activities, including a launch event and training for everybody. Many systems and processes are established, and there seems a new way to do everything.
Image: http://ventureburn.com
