Example Reflection: Storytelling

Challenge:     You've heard the saying "Feedback is a gift", however I would say that feedback is more than a gift - it's  actionable. As consumers, we go through different experiences each and every day. Tied to those  experiences, there is often some level of emotion associated - whether positive or negative. As a  consumer, I should have the ability to provide feedback for my negative experiences in hopes that  something would change.     The above paragraph represents the essence of the problem I tried to articulate to a key set of  stakeholders. More specifically, I'm partnering with internal business leaders in the finance industry to  come up with a solution to solve the challenge of taking action and closing the loop on feedback we  receive from clients. Today, we allow clients to provide their feedback, however there's not a formal  process to do anything with that feedback once received. We should be taking in the feedback,  analyzing, categorizing & building themes out of the feedback in order to follow up with clients and put  more client driven initiatives on our roadmaps and backlogs.           Selection     The tool I selected was Storytelling - the ability to convey a message through the use of telling a story -  in order to get my point across to my stakeholders. Storytelling has a unique way to engage listeners and  bring their minds to a common alignment. Stories help provide a frame of reference and enable the  listener to think about an experience they've had that's similar. Since we can all relate to both positive &  negative consumer experiences and the emotion associated, I felt the best way to convey my message  was through the use of Storytelling.          Application     Again - my goal with using Storytelling was to convey the message to my stakeholders that we should  put processes and tools in place to close the loop and take action on client feedback. When it came time  in my presentation to begin my "sell", I started off by telling everyone to listen to my experience with  Costco and how they quickly made me a loyal customer. The story starts off with Costco taking one of  my favorite items (certain bread) off the shelf, it continues with me submitting a Costco feedback card in  their "feedback mailbox", and the story ends with me getting my bread back on the shelf all within a few  months. Although we were on video conference,  you could tell I had the attention of my key  stakeholders and they were engaged because of how successful my story was, and it gave them  confidence that it is possible to build a solution that includes closing the loop and taking action. One  Stakeholder was even nodding his head during the entire story, indicating just how engaged he became.

Insight     My Insight is simple. If I've got a success story that I can relate to a problem I'm trying to solve, sharing  that story with key stakeholders is a great way to get buy-in. Once they can sense success is a possibility,  not only do they become more engaged - they become your cheerleader! Storytelling may work for a  negative story experience only if you can contrast it with a real-life positive experience. Storytelling is  going to help get more client focused initiatives on our roadmaps!          Approach     Looking ahead to next time, I believe there is an opportunity to merge both Visualization and  Storytelling into one cohesive unit. This would allow stakeholders to visually experience my story on  paper - thus not just allowing them to be even more engaged, but it provides a document for them to  tell the story as they become your cheerleader to help get your initiative pushed through. For my Costco  story, it would have been easy to visualize my experience within a PowerPoint that may even help with  process documentation later.


Example Reflection : Storytelling Challenge : You 've heard the saying " Feedback is a gift " , however I would say that feedback is more than a gift - it 's actionable . As consumers , we go through different experiences each and every day . Tied to those experiences , there is often some level of emotion associated - whether positive or negative . As a consumer , I should have the ability to provide feedback for my negative experiences in hopes that something would change . The above paragraph represents the essence of the problem I tried to articulate to a key set of stakeholders . More specifically , I 'm partnering with internal business leaders in the finance industry to come up with a solution to solve the challenge of taking action and closing the loop on feedback we receive from clients . Today , we allow clients to provide their feedback , however there 's not a formal process to do anything with that feedback once received . We should be taking in the feedback , analyzing , categorizing & building themes out of the feedback in order to follow up with clients and put more client driven initiatives on our roadmaps and backlogs . Selection The tool I selected was Storytelling - the ability to convey a message through the use of telling a story - in order to get my point across to my stakeholders . Storytelling has a unique way to engage listeners and bring their minds to a common alignment . Stories help provide a frame of reference and enable the listener to think about an experience they 've had that 's similar . Since we can all relate to both positive & negative consumer experiences and the emotion associated , I felt the best way to convey my message was through the use of Storytelling . Application Again - my goal with using Storytelling was to convey the message to my stakeholders that we should put processes and tools in place to close the loop and take action on client feedback . When it came time in my presentation to begin my " sell " , I started off by telling everyone to listen to my experience with Costco and how they quickly made me a loyal customer . The story starts off with Costco taking one of my favorite items ( certain bread ) off the shelf , it continues with me submitting a Costco feedback card in their " feedback mailbox " , and the story ends with me getting my bread back on the shelf all within a few months . Although we were on video conference , you could tell I had the attention of my key stakeholders and they were engaged because of how successful my story was , and it gave them confidence that it is possible to build a solution that includes closing the loop and taking action . One Stakeholder was even nodding his head during the entire story , indicating just how engaged he became . Insight My Insight is simple . If I 've got a success story that I can relate to a problem I 'm trying to solve , sharing that story with key stakeholders is a great way to get buy - in . Once they can sense success is a possibility , not only do they become more engaged - they become your cheerleader ! Storytelling may work for a negative story experience only if you can contrast it with a real - life positive experience . Storytelling is going to help get more client focused initiatives on our roadmaps ! Approach Looking ahead to next time , I believe there is an opportunity to merge both Visualization and Storytelling into one cohesive unit . This would allow stakeholders to visually experience my story on paper - thus not just allowing them to be even more engaged , but it provides a document for them to tell the story as they become your cheerleader to help get your initiative pushed through . For my Costco story , it would have been easy to visualize my experience within a PowerPoint that may even help with process documentation later .