Over 87% of organisational change programmes fail within 12 months of starting. This article examines the critical factors that can make the difference between success and failure.

You too can eliminate the need for employees who call your former customers and attempt to lure the back. Your customers wont leave in the first place if your customer service representatives are empowered to retain them.

Whether in a restaurant, a retail establishment, or the local post office, we have all experienced a decline in customer service. Rarely do smiling, happy employees interact with us anymore. Instead, the person we are dealing with in face-to-face relationships does not even attempt to feign a smile, but rather greets us with a scowl, completely avoids eye contact with us, and grudgingly mutters responses to our requests and questions. When did customer service cease to exist? Why is it suddenly so difficult for employees to show customers some common courtesy along with a little friendliness? Have we ventured so far from the service standards of yesteryear and become so shortsighted that we refuse to treat others as we would want to be treated ourselves? Today, improving customer service is a top priority in organizations worldwide. As a result, company leaders spend hundreds of millions of dollars annually training their employees how to provide exceptional customer service. Unfortunately, the effort is not paying off. Even with such vast resources being spent on this simple and obvious problem, few companies achieve outstanding results. And as their customer service levels plummet, dissatisfied customers take their business elsewhere and company profits suffer. Is there any improvement in sight?

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Here’s what you’ll learn about change, transition and progress in any organization by reading this article: 1. Change is a Basic Human Need 2. There Are Two Kinds of Change 3. How to Take Charge of Change 4. The Three Phases of Change 5. Transition and Organizational Progress: What is the difference between change and transition? 6. Transition and Enterprise Integration: The Three Areas and Four Components of Organizational Structure 7. The Strategic Plan and Implementation Blueprint: No Doubt Contracting Alfred North Whitehead wrote that “the art of progress is to preserve order amidst change and to preserve change amidst order.” Read on to discover what he was talking about . . .