Trends Report

Five Key Steps For Making Your Culture More Customer-Centric

February 28th, 2020

Summary

Explain why culture transformation success translates to business success. Secure executive support for culture transformation. Document and identify a set of shared values. Celebrate employee behaviors rather than customer outcomes and encourage a culture of recognition. Determine how to measure progress that is fine-grained enough that they can detect subtle shifts in behaviors.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.