Best Practice Report

Behaviors: The Building Blocks Of Customer-Focused Culture

How To Change Culture, One Customer-Focused Behavior At A Time

July 26th, 2024
Angelina Gennis, Senior Analyst
Angelina Gennis Senior Analyst
With contributors:
James McQuivey, PhD , Anna Synakh , Demi Starks

Summary

Culture change is the organization’s adoption of new behavioral norms, rituals, and artifacts. This change is necessary for an organization to become customer-obsessed and consistently deliver customer experience (CX) quality. Leaders can use authority to change rituals and artifacts but struggle to shift employee behaviors. Use this report to determine and assess your organization’s ideal behaviors for customer focus. Then, drive adoption of targeted behavior change to align with customer and business priorities.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.