According to The Economist Intelligence Unit, 59% of bosses see turnover increase faster when they prioritise investment in the customer experience.
Leading organizational change always starts with a bit of mindset transformation because we usually have to pull time, budget and resources from one important area to invest in another.
Customers are becoming more demanding and comparing different companies against each other when they base their decisions on where to purchase based on their experience.
Change without leadership can cause chaos or distrust from employees or investors, and the vision of the change could be lost.
Rosetta says that engaged and satisfied customers buy 50% more frequently, spend 200% more each year, and are five times more likely to display brand loyalty.
Anytime leaders fall short on fulfilling expectations, their teams become disillusioned, confused and unmotivated. The business suffers.