The Reality Check Audit measures accomplishments and the scale of work still required to build customer relationships and manage customer profitability. Use it to set expectations and to plot out your priorities.
The company will need to see substantive change to believe that the commitment is true and real and understand what it means in terms of things they should do. The CCO’s job is to keep it real.
There have likely been efforts that have come before this most recent proclamation to the customer. The corporate memory keepers have little patience for empty commitment to the customer. The CCO has got to get real change going. People will respond a lot better and will be pleased and relieved that they finally have some actions to take their cue from in terms of what they should do.