Designing a superior product is only part of the formula for a successful roll-out. Getting customers and stakeholders to “buy in” to the new design is critical.
The primary challenges are marketing the service, overcoming inertia (resistance to change) and getting useful feedback.
“Change” is often perceived as a problem. Here are some of the different types of change-related issues that we face in rolling out our services.
Get the critical “movers and shakers” on board.
- Articulate the value proposition (make it tasty).
- Provide guidance (make it easy).
- Get commitment.
Install the service for the first time in an office
Introduce a whole office full of people to the service. Localized focus.
- Articulate the implications for the office
- Group training
A new employee joins an office.
- One-on-one training
Existing customers get new features & functionality across the board.
May be a “Global” effort. Leverage corporate-level resources.
- Identify & explain new features.