Are your employees suffering from change fatigue?
Not familiar with the term "change fatigue?" I suppose that's probably a good thing!
Maybe it's happening, but you're just not aware of it?
What is change fatigure ?
According to Wikipedia :
Organizational change fatigue is a general sense of apathy or passive resignation towards organizational changes by individuals or teams. Organizational change efforts are all too often unfocused, uninspired, and unsuccessful. Research shows, 70 percent of transformation efforts fail, often caused by change fatigue .
Customer experience management is all about change management; that also means that it's all about change. At least that's what your customers are hoping for.
You've listened to customers. You've mapped their journeys. And you've found a lot of improvements to be made. The problem is, these improvements need to be added to a master list of projects and initiatives underway at the company, initiatives to improve the employee experience, the customer experience, your processes, your policies, your benefits, the workplace, your accreditations, your award standings, and whatever else change initiatives you've got underway.
There's no shortage, and not every change initiative impacts everyone in the company. But everyone knows about them. They hear about them. And they know that many of the initiatives are either a waste of time or will just simply fail. Why? Been there, done that.
Where does change fatigue come into the picture? Well, with the "been there, done that" experience and attitude, for starters. Especially when change initiatives constantly fail, there's this sense that each initiative is a "flavor of the month."
Why does change fatigue happen? For a variety of reasons.
How do you know change fatigue has set in?
How can you mitigate the fatigue?
There are more things you can do, for sure. Feel free to leave your thoughts in the comments below. But, as customer experience professionals, we know that our work is not done until change has happened. So we need to be a part of the solution, not the problem. Help keep teams energized and remind them of why they're doing what they're doing. And celebrate the quick wins and the big milestones along the way.
And it doesn't hurt to have a CEO cheerleader.