5 Quick Ways to Ruin
the Learning Experience
I confess. I'm feeling a little snarky today.
I was reading an article about one organization's challenges and thought I would lay them out as "what not to do" guide. Evidently, this company had not analyzed its behavior to see what you and I might clearly see, patterns of behavior that belong on the "don't" list...
- Close Your Eyes! Facts can be ugly things. Hide from the research and unvarnished truth by taking comfort in the kind of pseudo-truthiness found in internal research and staged interviews.
- Fudge a Little! Transparency is for losers. Let your marketing team ignore the facts as they create materials. Why not invite your legal team to lead the organization?
- Obfuscate! Confuse your customers by creating a social media forum that has no relationship to the real service experience. Better yet, invite feedback and then hide any unpleasant opinions. Don’t forget to kill the messenger with a dull user survey.
- Waffle! Why take a stand? Commit minimal resources to any new service, process or loyalty program, only to drop it months later as you accuse some manager of random incompetence.
- Duck and Cover! Pull a “turtle” when challenges seem too difficult. Simply go back to doing things the way they have always been done. It feels so much safer to hide behind statistics.