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 information in the external environment indicating that the company's dominance in the market will be threatened unless they become more customer-friendly. This approach will help the employees to understand that even though they are the dominant player in the market, they still have to work hard to retain their position. It is important to create a sense of urgency and persuade the employees to adapt to changing market conditions. Threats or forceful approach will not work in the long run, and it may even lead to resentment among the employees. Therefore, finding information in the external environment and presenting it to the employees will be the best approach in this situation.

Senior Executives at a Large Retail Organization Want Employees to Become