The Customer-Obsessed Leader, 2023

Only a minority of company leaders demonstrate customer obsession in how they develop employees, take responsibility for customer obsession, and provide resources for workers to consistently meet customer needs. But those leaders do more for customers and employees alike. They foster adaptive and creative cultures, and more of their employees are proud to work for them. Customer-obsessed leaders start by committing to employee experience (EX) initiatives and exemplifying customer obsession in five key ways in their personal actions. Though it may look like more work, committing to customer obsession engages workers to deliver increasing value for customers.