Imperative 4

The Nugget

Be proactive in ideation and innovation to enhance member experiences, moving from reactive problem solving to creating memorable moments. Cultivating engagement at all levels drives improvement and fosters a culture of continuous enhancement.

Make it stick

🔄 Top-down ownership helps establish clear leadership and aligns goals.
📈 Bottom-up engagement ensures everyone is informed and focused on addressing pain points.
🚀 Proactive ideation allows for the creation of memorable moments that elevate the member experience.
🧠 Innovation workshops can lead to new frameworks and practices that enhance service delivery across the organization.

Top-Down Ownership: Leadership must drive the member experience initiative for effective implementation.
Bottom-Up Engagement: Employees at all levels share insights and reactions to data, fostering a culture of communication.
Addressing Irritants: Rapidly identify and solve issues to improve member satisfaction and eliminate detractors.
Proactive Ideation and Innovation: Gather staff input regularly to develop and implement new strategies for creating exceptional member moments.

The framework for memorable moments consists of everyday interactions that can be elevated into special experiences through awareness and action.
High standards need to be maintained, as indicated by metrics like net promoter scores and cleanliness ratings, to achieve continuous improvement.

Engage teams in workshops focused on ideation to brainstorm improvements.
Use a test-and-scale approach: vet new ideas thoroughly before implementing them across the entire organization.

"We have to kind of remove yourself from your whirlwind and recognize something’s happening and go take care of it."
"This is way more important for larger organizations than M because you have so many opportunities to vet and test at different locations."
"Let’s see if it works; and if it’s a great idea, then let’s scale it up."
"I should have started off that first imperative by crediting my very good friend... Mike Galvin."
"What Mike would always see is how it happens at ground level but he also knew how it happened at the Enterprise level."

This summary contains AI-generated information and may have important inaccuracies or omissions.