The best strategies fall flat if they fail to address one of the most important drivers of behavioral change: mental models. Mental models operate throughout your organization. They determine what we believe will occur and create expectations, predictions, and decisions — for customers, executives, and employees. Uncover and harmonize mental models, and you create strategic alignment to drive customer obsession. This report helps you understand and avoid mismatches between customer, executive, and employee mental models and turn multiple lenses into shared customer obsession goals.