Focus on customer listening by using a “one-company” customer listening path. You will get the real story of how your customers experience your business.
Gaining leadership commitment to the five competency framework is your first milestone. Your work hinges on c-l-a-r-i-t-y.
The beginning of an interaction can be the time when customers will want to vent. Let them. Customers want validation. Listen and then repeat to the customer what they said.