Move from Agreement to Alignment

4 steps to get better buy-in for change

In this edition, I’ll discuss moving team members from agreement to alignment.

What’s the difference?

When people care about the outcome, are bought in, and want to see a change – that’s alignment.

When team members say they want to see change, but then actions are different – that’s agreement.

In customer experience, everyone can agree that we should all be more customer-focused in products and services. Of course, customers come first!

However, when it comes to execution, there is resistance to changing behaviors, instilling new processes, or making any changes.

This is the gap between agreement and alignment.

Unfortunately, many teams fail to align around project goals after the initial agreement stage. This misalignment often leads to fragmented efforts and suboptimal outcomes.

In other words, everyone is not working together.

Why are teams not aligned?

One of the main reasons teams struggle to align after agreeing to a project is a lack of clear communication. Some other reasons are:

1. Different project goals among team members.
2. Lack of ownership or personal investment in the project outcomes.
3. Insufficient regular follow-up or progress checks.
4. Diverse priorities among team members or departments.
5. Resistance to change or new directions within the team.

I’ve outlined steps I’ve used when consulting clients to overcome these obstacles and get everyone on the same page.

1. Align around the data

The gift of data is that you really can’t argue with the findings.

The numbers are the numbers; there is no denying that an experience is less than subpar than having it directly come from the customer’s feedback.

To gain alignment, I like to show data in a way that most connects with their style and goals.

For example, some people will want to see data trends, while others will want to know rankings and how results compare to those of the competition or other departments.

Knowing your audience will help you determine what display will resonate with each group the most.

2. Establish clear and shared goals

Once you’ve presented the data, it’s time to set targets and goals.

This is an opportunity to discuss strategies everyone can align around, as there is a common understanding of the current state.

The goal is to align around what you are trying to accomplish.

In my experience, allowing everyone to share their perspective is the best way to meet this objective. Not everyone will have an opinion, and that’s okay. However, note the people who aren’t speaking up, as they might be the ones who are not in agreement or alignment. If you are comfortable with it, ask them their thoughts in the meeting or another time.

Once everyone can voice their thoughts and feels bought in, alignment around the plan begins.

3. Create a sense of ownership

As in step 2, having a voice and feeling a sense of ownership for the outcome is essential for alignment. Many teams ignore people who seem disconnected from the project’s success, and a lack of engagement will lead to apathy or misalignment.

Once common goals have been established, ensure everyone has an assigned role and responsibility for delivery.

Explain and emphasize why this role is essential to the project’s success. Discuss why their contribution is valuable, and have them feel valued.

4. Celebrate successes

Gather the quick wins and celebrate them. It doesn’t matter how small they are; if everyone did their weekly task, celebrate that accomplishment. If someone could get a meeting with another department they have been waiting for, celebrate that accomplishment.

Don’t wait for a grand opportunity to celebrate success.

Alignment comes from celebrating and working as a team.

To summarize (TL;DR)

1. Alignment comes with shared understanding and communications
2. Data is a powerful tool for alignment
3. Different perspectives and opportunities to contribute matter
4. Celebrate wins – large or small

I hope this advice helps you solve the change management challenge among teams.

If you’re feeling like you need better alignment among teams or have been introducing a new system or program for a while and struggling, consider setting up a time with me: Book a meeting​

Do you already have good traction on your project? Check out more customer and employee experience articles here: Check out the resources.

See you next week!

Hi! I'm Suzanne I founded Brilliant Workplaces, a consulting agency that helps businesses with systems for Marketing, Customer, and Employee Experience.​ The #bebrilliant newsletter was created for those who want best practices and systems to build your brand, establish an authority position, and achieve personal and professional growth. Do you know someone who would love this newsletter? Please forward it and have them sign up here. ​​​