Chapter 1: Understand the Importance of Changing Mindsets in Your Organization Get started: Explore mindsets within your company You can probably guess your own organization’s • Who are the digital disruptors that inspire us? What Next, learn more about what each discipline entails — mindset. Just do a quick audit of where your are they doing differently? and the steps to make it a reality. leadership and management team spends its time. • Are there teams that stick to muscle memory, Most companies aren’t changing how they think but rather than finding better ways to serve the are simply improving what they already do. That’s not customer? How might we help them evolve? an evolve mindset. How can we avoid slipping back into old habits? You may find your leadership team is completely Ultimately, you only need to settle on one question: aligned to a transformative vision that seems like an How do we move from renovate to evolve? Customer-centric One team aligned evolve mindset. But do your business metrics reflect business processes around the customer that vision? Is every employee truly aligned and We see one clear, actionable answer to that question, evolving how they work? If not, the renovate distilled from tens of thousands of customer mindset will remain the predominant force. engagements. Your company needs to learn four disciplines. Think of these as four muscles you need Use these conversation starters with peers, leaders, to build and condition. and team members to further explore your mindsets: Leanest possible Sense technology stack and respond • Inside our organization, where do we see customer centricity? Who are the leaders and teams that are the most customer-centric, and what can we learn from them? What’s holding us back from customer centricity? The Customer 360 Playbook 08