I recently finished Switch: How to Change When Change is Hard and I found the stories fascinating.  Change is a big part of what a customer experience professional does – some would argue that this is all we do – so that is why I picked it up to begin with.

It’s a good read, not full of new concepts from my perspective but the examples were definitely memorable.  I like the reminder to “look for the bright spots” and find what is working well, so you can replicate that. 

And what about finding the right lever to drive the change in others?  Sometimes we are in such a hurry to get to the end goal of the change, we don’t always realize that driving straight ahead gives you the wrong results.  So keep that lateral thinking in mind when designing the solution and the change adoption plan.

At it’s heart, the book felt like a reminder that change isn’t all about the logical choice, that emotion plays a part and you have to consider both when driving change. 

I wish I had this book years ago, before I learned most of this the hard way