The Power of Why We Work
If your experience program is focusing too much on metrics and not enough on change, it is most likely missing the mark. In a December 2016 Harvard Business Review article, Ryan Smith and Luke Williams, co-founder and head of Customer Experience at Qualtrics, unbundle aim and Intention from measures and metrics. They suggest that:
- Experience must be based on change that is rooted in the why of work.
- Experiences must add value, have purpose, and be about meaningful change – not just about measurement.
All organizations rely on data to mark progress toward goals and ensure that Intention is activated in service of a better outcome. When it comes to Big E Experience in health care – creating meaningful and memorable experiences for team members, providers, patients, and guests – our Intention sets us on the positive path for change and our data helps us verify we haven’t strayed from the path.