How Customer Obsession Creates Accountability for Change


It’s well-known that organizational change is difficult - 70% of change efforts fail, and according to Gallup the same proportion of employees are not engaged at work.

In customer-obsessed organizations, on the other hand, transformation begins with a clear idea of how change will enhance the customer experience. When an organization revolves around its customers and its employees’ goals are tied to customer experience metrics, engagement increases as people rally around the shared objective of having a positive impact on consumers every day.

How to get customer-obsessed?

1. Create a customer advisory board that isn’t afraid to challenge you.

2. Identify and empower your customer-obsessed employees.

3. Tie customer metrics to organizational performance.

To read the full article from MITSloan, please click here.

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