Daniel H. Pink, author of the 2012 best-selling book “To Sell Is Human” provides a great example of how to persuade others with the right questions. The example he gives is related to parenting however the method applies equally to influencing others to consider new approaches or changes such as building customer-centric cultures.
In this 4-minute video, Dan explains the concept of motivational interviewing. Specifically, this involves asking someone to rate their own readiness to start doing something you think is important. This will lead them to articulate their honest reasons for not doing it currently. From there, you can influence them to adhere to desired behavior more easily.
How does this relate to our customer culture tool? The business MRI?
Well, this is exactly how the MRI Benchmark assessment works. It prompts self-reflection on the 8 disciplines of customer culture, where do I rate the organization high, where are we low? And what do others in the organization think about where we stand?
The MRI Benchmark asks leaders the right questions, it gets them to think about what they are doing and whether it truly is customer-centric behavior.
This creates a tension that requires action, if scores are lower than expected a natural drive kicks in to want to improve. The journey towards a more customer-centric better performing business has begun!
Importantly once a benchmark is established you can focus on what obstacles need to be overcome to build a truly customer-centric culture.
It is actually not that hard.
Check out the MRI Benchmark today for just $US1…
