only two approaches exist for realigning employees’ priorities to customers’ needs. First, they can change how employees earn financial recognition (salaries, bonuses) and promotions, providing other kinds of incentives as well. That’s a tall order in many large organizations, as quite often no single executive fully controls compensation and promotion decisions. It requires a collective effort at the leadership level. Second, leaders can change the people, bringing in executives and managers who already are properly incentivized to put customers first. In sum, either change the incentives for
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