From the course: Customer Experience Strategy: Build a Customer-Centric Culture
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Bright spot analysis drives culture change
From the course: Customer Experience Strategy: Build a Customer-Centric Culture
Bright spot analysis drives culture change
- [Instructor] Because behavior change is hard, you need a powerful tool to make it happen. Bright Spots Analysis has been at the heart of many successful culture transformations and it is that powerful tool you're looking for. Bright Spots Analysis was first popularized in the 2010 book "Switch: How to Change Things when Change Is Hard" by Chip and Dan Heath. The technique studies existing top performers in an organization and then distills what they do differently from average performers and test best practice behaviors with a control group of employees to see if they can be adopted. Why does it work so well? There's a behavior change maxim that I shared in a previous video, but I want to highlight it again because it explains why Bright Spots Analysis works so well. People don't believe their way into new actions. They act their way into new beliefs. In other words, changing what you believe to match what you…
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