Customer Driven Change

Customer Driven Change

What Customers Know, Employees Think, and Managers Overlook

eBook - 2011
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All change theories and approaches agree on two essential ingredients: committed leaders and engaged employees. Most would say that if you have these, you will have successful change-but how do you get them? This is the point where change recipes often come up short. How do you encourage the commitment and engagement needed in your organization to survive reorganization, acquire a hostile competitor, establish a refreshed workforce strategy, or endure the necessary cutbacks during a recession? How do you get people out of their normal routine and involved in something bigger than themselves or their function? Customers, that's how! By thinking about change from the customer's point of view, you will create sustained commitment and engagement within your organization faster than with any other approach. By encouraging leaders and employees to adopt a cohesive perspective, you will unlock the world's most powerful change strategy-uniting leaders and employees through their customers.
Publisher: [United States] : BookBaby : Made available through hoopla, 2011
ISBN: 9781612540061
1612540066
Characteristics: 1 online resource
Additional Contributors: hoopla digital

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