You thought that I’d struggle to come up with an X word, didn’t you? My friend and customer service guru, Cate Schreck, used the word X-factor in her very excellent book The A to Z of Service Excellence so I had to look for something else. Xylophone wasn’t an option and so I went looking and found xenacious.
Xenacious is defined by Merriam-Webster’s Word Central site as “filled with a yearning for change”. How xenacious are you? How xenacious is your organisation?
If you are not filled with a yearning for change, I think you are going to be in for a difficult few years.
I think that it will be the most xenacious organisations that come out of this COVID disruption the best. Organisations that don’t just do change because it is forced upon them. Organisations that embrace and really look for transformation .