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Then I tweeted back "Looks like they are looking to exhaust their training budgets for this year"
Then she replied "Yeah, only wish they had employee learning more important than merely checking in the box"
That's when it suddenly struck me - most organizations are only focused on checking the boxes. That's their strategic priority! It's about doing what my boss expects me of doing and not something that discomforts the organization.
So instead of thinking of increasing the customer and employee experience/ satisfaction managers focus on building their budgets and checking the boxes.
So how can we focus more people in the organization to focus on customers and employees instead of sub standard metrics?