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Agar-ing the Future II

FC Now reader Rob points out a new study of two companies attempting to implement a customer-centric corporate culture that seems to back up an earlier report on corporate culture and change efforts.

Among the study's key findings:

  • For staff to internalize a customer orientation, they must experience an unbroken chain of passionate, sincere, unified, and committed leadership from top levels executives to local managers.
  • Interdepartmental connectedness is critical for effective implementation.
  • It is important that customer-focused data is used across the organization by many stakeholders.

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