Filed under: Uncategorized | Tags: customer service, Evolved Thinking, KANA, Michael Fields, Service experience management, Yankees
By Michael Fields
Earlier this year, in a previous post, I noted that change is the one constant in business and in life. Change is good as long as it ultimately carries a person and a business forward with new insight, knowledge and skills. Without change, a person can stagnate and an organization can lose its edge.
Look at the Yankees. Over the past 15 years, the team has changed managers, stadiums, and nearly every position player on the field. These changes might have been too much for another team. But the DNA of champions is deeply embedded within the Yankees organization. Ultimately, it was a combination of their winning DNA and the changes made during rebuilding years that lead the team back to the top – after nearly a decade without a Series ring.
Like the Yankees, KANA’s got winning DNA. The changes we’ve made at KANA to date this year are intended to have the same end game: getting us back on top. While these changes haven’t been easy and much hard work remains ahead of us, we continue making steady progress on all fronts.
