Crack The Customer Code

Jeannie shares the best ways to become a powerful force for positive change in your organization as an in-house customer experience change agent. Who is the customer experience change agent for your organization? Organizational change is not easy, especially when it involves becoming customer-centric. While leaders mean well by making this the focus of a town hall meeting or a banner on the wall, business as usual takes precedence and these great ideas fade into the background. “Half the time we do not do it…. simply because we have too much to do.” -Jeannie Walters Finding different ways to make the announcement is not enough. In fact, when organizations try this over and over, teams stop taking it seriously and therefore, stop trying. Your next round of “let’s become more customer-centric” may do more harm than good! You need a customer experience change agent. You need a superstar who will advocate for customers in meetings. More importantly, you need someone who will evangelize for customer-focused