Making changes – the aggregation of marginal change
Aggregation of marginal change – it sounds complicated but…
It’s actually simple – it’s easier to make many small changes than to try and make one big change. There are 2 main reasons:
First, getting started is always the most difficult step, so the smaller the change, the easier it is and
Second, by making small changes you are always improving. This has a massive impact on your business.
It’s not my theory. It is from Sir David Brailsford when he managed the British Olympic Cycling team. Here he is talking about it and the CORE principle he developed that led to the team’s success:
He had amazing success with the cycling team. Michael O’Leary used the same approach with Ryanair. Here he is in an interview about it:
Keep in touch for regular advice and practical examples about customer experience.
Get in touch to see how we can help your business.
Ask an expert if you have a specific question about customer experience.