ACMP Change Management Conference

Leading a Culture of Customer Experience Disruption

Sears…Kodak…Borders…Blockbuster—all once market leaders. Now, all but gone. Why? Because they failed to embrace and create a culture of disruption. They didn’t recognize they had opportunities to dramatically shift the customer’s experience. To build marketplaces that never existed before and to deliver goods or services in a way that would keep them at the top of the stock indexes. If these brands had adopted cultures of disruption, where the creation of new products and services is embraced, they would likely still be major players today.

Great organizations recognize their customer experience is their one true differentiator…it’s their organization’s unique fingerprint. If you’re not the one disrupting—by building your point of view by sitting in the customer’s seat—then you’re the follower. Great leaders are trailblazers, not “me too’s.” It’s time to make sure you’re one of the leaders setting the pace and leading the disruptions.

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