steps way from creating what they think
would work, and instead thinking about
the customer and what would work best
for them. Innovation is led from the top
and leaders must drive this agenda for CX
excellence.
Leading for change and leading for
customer experience excellence is more
about the leader and less about the led.
The culture of an organization takes the
shape of its leader and what they stand for.
For organizations to keep up with the ever
changing customer and design products
and services and their requisite processes
to reach and serve customers, then top
leadership must be wholly invested in
desirable customer outcomes.
The leaders plagued by founder’s syndrome
who are insensitive to the changing internal
and external customer landscape, and who
are resistant to accepting constructive
feedback, stand to ruin their organizations
irreparably.
Leaders who continue to view their
organizations as their personal property,
and who are unwilling to let go of the reins
to allow for new and fresh ideas to come in
for the recreation of customer experiences,
are doing themselves, their organization
Leaders who contin-
ue to view their or-
ganizations as their
personal property,
and who are unwill-
ing to let go of the
reins to allow for new
and fresh ideas to
come in for the recre-
ation of customer ex-
periences, are doing
themselves, their or-
ganization and their
original dreams for
which they created
it, a huge disservice.
and their original dreams for which they
created it, a huge disservice.
CX excellence cannot be nurtured, grow
and thrive without leadership involvement.
Everyone with a stake in the organization
towards delivering on the customer
promises made, need to lead well from the
top and to create waves from the bottom
till the agenda is followed and delivered
constantly and consistently.
To lead is to serve, and to serve is to serve
customers as best as possible. And so any
organization that wants to sit at the table
of customer experience excellence, and
stand up to be counted as having a brand
reputation that cares for customers, needs
to put a laser sharp focus on CX, all round
ceaselessly.
Carolyne Gathuru is the founder and
director of strategy at LifeSkills
Consulting. She has several years of
experience in customer experience
strategy development and training.
You can commune with her on
this or related issues via mail at:
[email protected]