Transformation starts with Googling yourself. No not You. I mean your organisation. What do you see first, second and third ? Wikipedia, TripAdvisor and the like ? Good. Now read what they have to say. Don’t flatter yourself. Read the 1-2 star reviews. Ouch. Fix those things. Can’t find the lift? Fix the way-finding. Messy floors? Pick up the rubbish. Terrible website lacking basic information? Sort it out. Chip away at those problems. Go back in 3-6 months and repeat.
Pssst people still can’t find our lift despite the huge signs and our toilets are like marmite.
Tip: Google personalises your search results so you’ll need to clear your cache and log out of your Google account to see what the average person sees. Otherwise you’ll see what Google thinks you want to see based on your search history. Confused? just use somebody else’s computer or phone basically.