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For CMO Professionals

The Customer-Obsessed Leader, 2021

Lead People (Employees) To Obsess About People (Customers)

May 6, 2021


Why Read This Report

A third of US workers believe their company demonstrates customer obsession in how it develops employees, takes responsibility for customer obsession, and gives workers the resources to meet customer needs consistently. Those firms do more for customers and employees alike: They foster more adaptive and creative cultures, and 90% of their employees are proud to work for them. Customer-obsessed leaders start by committing to EX initiatives and modeling customer obsession in five key ways in their actions. This report shows that while it feels like more work, committing to customer obsession engages workers to deliver greater customer value creatively and responsively.

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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

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