Curtis on…Adapting More Quickly to Change
Curtis Bingham, Founder and Executive Director of The Chief Customer Officer Council on location at the IQPC Customer Experience Exchange in Berlin, explains why it's so important for companies to become better adapted to change.
Transcript for Curtis on…Adapting More Quickly to Change
Cultures resist change. It's their very nature; and they are this massive force that is wholly invested in maintaining stability. Management, for years, with a total quality movement, has focused on managing stability.
And yet, here we are asking many of our colleagues and our executives to throw away years and years’ worth of behavior and to change to meet customers’ needs. Our customers have changed. Our vendors have changed. Our competitors have changed. We need to change as well.
I think that it's really important that companies begin to embrace change. The pace of technology at option is skyrocketing. We need to be able to change with it. And one of our moderators, Mike, earlier said that he's stunned that there's only one company that he's ever run into that had a formal change management department, something that could facilitate the change.
So many of the other companies are just doing change kind of by hook or by crook or by force, if necessary; and it's a very difficult, painful process.
We need to become much better at change so that we can be more responsive to our customers and so that we can make money while adapting to our customers’ needs.