Senior executives at a large retail organization want employees to become more customer-friendly. Employees think they are serving customers well enough and the company is the dominant player in the market. What should the executives do in this situation?

Question

Quizplus · Accepted Answer

The executives should find external information indicating that their dominant position is at risk if they do not become more customer-friendly. This will provide a sense of urgency for employees to understand the need for change and the potential consequences of not changing. In addition, this approach is more collaborative and less confrontational than simply pushing employees to change or threatening their jobs.

Senior Executives at a Large Retail Organization Want Employees to Become