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Posted by Megan Burns on May 14, 2010
Last week I met with a group in charge of driving improvements to the company’s enterprise customer experience. They’re a small team with a big task – make the company culture more customer-centric. What makes the challenge even harder is that this team lacks the formal authority to force other organizations to change the way they do business. Instead they have to make people want to do things differently.
During the meeting they asked a question that I often hear from clients – what have other people like us done that has worked? I had just completed a new report on that topic and was able to share some of the key findings from that research. Here’s a quick summary of what I told them:
If you’re part of an enterprise customer experience team I’d love to hear your thoughts on this advice, as well as the findings and recommendations in the full report. Feel free to post your thoughts as a comment here, or join me for a deeper discussion of this topic at the Customer Experience Forum on June 29th and 30th in New York. I’ll be presenting this research in more depth on the second day of the event and would love to have the Q&A part of the session be a conversation with all of you about what it really takes for this kind of a group to accomplish its big, hairy, audacious goal.