Chapter 1 Understand the Importance of Changing Mindsets in Your Organization Our working sessions with leaders have made it For established businesses, executives spend about Sound familiar? The big aha moment is realizing clear: To create change, you need to change how 80% of their time in a renovate mindset. The there’s a third way: You can evolve your company to people see the world. company naturally remains product-centric, albeit be customer-centric. You can shift from renovate to with some innovative transcend programs. an evolve mindset. Mindsets are the common assumptions, orthodoxies, and actions that both hold companies back and propel them forward. Most CEOs look at their business and see two ways to change. They can renovate their existing business to drive down costs and increase productivity. That’s a renovate mindset. Or they can use freed-up cash to experiment with RENOVATE EVOLVE TRANSCEND new ways of generating customer value, as if they were a startup entrepreneur — operating in a How do we optimize our How do we put our customer How do we create customer transcend mindset. existing business? in the center of our business? value in new ways? The Customer 360 Playbook 06