Friction – While execs did sign up to dedicate some of their time towards professional learning upgrade skills, the commitment had a time decay. This was largely due to lack of constant communication or providing regular feedback. The customer success teams ensured to conduct a program that was scheduled at a particular time (Thursday’s 12pm and 4pm ET) for 30 minutes to come and ask questions or attend a live session. The session details, flow and follow ups would be sent to their emails.
Force – When executives would attend the sessions, we encouraged them to actively participate in a joint session that contained some to-do actions that would be discussed in the next upcoming session. By introducing actions, this stirred actions of accountability and responsibility as a team. Using this approach, the attendance, combined with the actions in the friction stage, the satisfaction value of the course objectives saw a marked improvement (85% satisfied rate)