Once the executive team is aligned on a customer experience vision and plan, focus on embedding customer-centric goals at the company, team, and individual level.
At an organizational level, partner with the folks who lead annual strategic planning and companywide goal setting (typically corporate strategy) to ensure that corporate goals are designed to drive a customer-first mentality and reinforce customer-centric behaviors. Build customer centricity into your annual planning by answering two essential questions: Do funding priorities align with your top customer experience needs? Do your organizational goals measure your customers’ outcomes and success?
To ensure every individual in the organization is accountable to customer-centric goals, engage your human resources leaders to review team and individual goal-setting so that everyone has a customer-centric goal in their performance objectives and knows that customer-centric behaviors will be rewarded.