We are hard-wired to create and follow patterns of behaviour. We associate them with keeping us safe and predicting how things will work out. It takes just 30 days to create a new habit and sometimes a lifetime to break it.
Why? Because ritualistic learning is coded into our DNA.
Making it live
We worked with a high street bank that had a reputation as great listeners but didn’t think they make enough happen. We created a programme of leadership events designed to link listening to actual delivery. This ingrained a new habitual response where listening was the trigger for doing something and not the desired behaviour on its own.
A new culture and a new level in customer service had begun.