To make customer-first leadership stick for good, our program is guided by five principles.
#1 Accountability
If the executive committee is not in, we’re out.
#2 Leadership
The best leverage to improve customer value is through leadership.
#3 Behavior
Leadership is about behavior, not vague slogans.
#4 Systemic
Leadership behavior cannot be transformed with class-room training alone.
#5 Implementation
Blog post
Without formal decision-making on which solutions to implement, the program’s impact is reduced to virtually zero.
Learn more about our guiding principles
Read the full article