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Change Management Lessons from Eating Snakes and Rats

Lead Change Blog

DECEMBER 18, 2014

Students who were brave early adopters followed them, filling their plates and heading for a table to show off to their buddies, all with the admiration of the instructors. While the food in the wild would never be as scrumptious as the gourmet treatment it received at Camp Sherman, it bridged an important barrier to change.

Early Adopters 300
Early Adopters Management Resistance Wilde 300
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Before You Link Pay to Customer Feedback: Five Essentials

Harvard Business Review

SEPTEMBER 22, 2011

Your CFO and finance team can take a leadership role here. On the macro level, you can estimate the value of achieving customer loyalty leadership in terms of market share gains or revenue growth. You'll also need to supplement the root-cause disciplines with tools, processes and leadership support for learning and improvement.

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Incentives Sample Customer Loyalty Metrics 10
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