Leadership is critical to XM culture adoption. Another effective step is to highlight and raise the profile of leaders within the organization who possess and share XM-centric mindsets. One global auto manufacturer has created an ambassador program that regularly spotlights the local activities of leaders across the enterprise. This often appeals to people’s internal motivations and helps to influence other leaders. An American-based airline uses a similar approach, leveraging its highly competitive culture to influence leaders to get on board by observing their successful peers.
Leadership is critical to XM culture adoption. Another effective step is to highlight and raise the profile of leaders within the organization who possess and share XM-centric mindsets. One global auto manufacturer has created an ambassador program that regularly spotlights the local activities of leaders across the enterprise. This often appeals to people’s internal motivations and helps to influence other leaders. An American-based airline uses a similar approach, leveraging its highly competitive culture to influence leaders to get on board by observing their successful peers.
