Here’s a situation that cascaded the effects of both force and friction in gaining value during our customer onboarding stage. The company in reference provides learning opportunities for senior leaders and executives. Consider this as the ‘Delight’ stage in the flywheel process.
Challenge – delays in getting schedule or commitments from team members at the customer site due to their focus or attention required on other ongoing issues.
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)