Psychologically aware

Customers (internal or external) and / or stakeholders must be ready to participate. In order to communicate customers have to be ready and willing. If we want to be heard we have to find out what customers want to listen to. In order to be seen we have to find out what people want to see.

Frustration or Reward

Without enough frustration or reward a sense of urgency is unlikely to be visible. Consequences tend to motivate customers. These do not have to be negative. Don't let assumptions get in the way of finding frustrations and rewards for new customers.

Commitment

This can begin at the start of the journey. Do we want to do this? We need a plan that enough customers agree with. We need to consider what must be done to make it work and the potential obstacles and pitfalls and our strategy to deal with these. Remember you can reach out for help.

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