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 Weight Loss Surgery Lessons and Customer Engagement


There is a television show about extremely overweight people wanting to have weight loss surgery.

During the first doctor's appointment, the patient's initial weight is taken, and they are given a 60-day weight loss goal. Reaching this goal determines eligibility for the surgery. Each patient receives very detailed instructions on how to meet their goal. Following the instructions are guaranteed to work.

Most patients return for their two-month check-up only to realize their weight loss was minimal or they gained weight. Unfortunately, this process may repeat itself for over a year. 

The scale does not lie. 

At some point the patient realizes this is a life-or death situation and they need to make a complete Lifestyle change to meet their goal and be approved for the surgery. It was as simple or challenging as following the initial instructions. 

So, what does Customer Engagement have in common with weight loss surgery?

Imagine the scale is the equivilent of a customer engagement survey. The weight and detailed plan are equivilent to the survey results. 

Assuming the survey response rate was significant, your customers/employees have given you, your initial weight as well as a detailed roadmap of how to meet your goal.

If your survey results do not improve, I have a question. 

How long will it take your organization to realize a lifestyle change (cultural change) is necessary to improve customer/employee engagement?

Remember the scale and survey results do not lie. 


rickd.watkins@gmail.com

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