Part of the series, “What the CEO Needs to Do to Ensure Chief Customer Officer Success.” (7 of 8)
The customer experience work is not for the mild-hearted or for the quarterly inclined. People are going to need to understand that this is a multi-year endeavor.
They can’t bail in the first year. That would be a huge waste of human and financial capital. It will be the executive sponsor’s job to get everyone to stay the course. In the beginning, it will feel like you’re force-feeding your young. But over time, as you take action on the things you say you’ll do, people will step up. The momentum will build and you’ll be on your way. The CEO must set realistic expectations that this is at minimum a five-year path.