Resequencing Organizational DNA
Wayne Simmons, Thomas DeWitt · 2024
The corporate metamorphosis into a customer excellence enterprise (CXE) requires a fundamental shift in organizational orientation, producing companies that are structurally predisposed to help customers live their best lives and meet the societal obligation inherent to the customer's right to reverence. In the CXE context, re-sequencing organizational DNA is about mobilizing and inspiring leaders, employees, and other stakeholders to make customer excellence a shared accountability across all levels and all corners of the organization. Customer excellence principles play a pivotal role in defining organizational cultures that are predisposed to consistently deliver exceptional experiences and guarantee customer success. Integrating customer excellence principles into customer life cycle is predicated on embedding them into the employee lifecycle. Integrating customer excellence principles into people processes is a pivotal step in building a sustainable customer excellence enterprise. The competitive aspect of rewards can drive employees to seek creative solutions, experiment with new strategies, and ultimately enhance customer outcomes.