How many times have you recognized a less-than-desirable customer experience, brainstormed what the experience should be like, and challenged your team to deliver that experience…only to have nothing change?

Frustrating…isn’t it?  Maybe it shouldn’t be.  Maybe that is the outcome that should be expected.  According to Roger Martin, dean of the University of Toronto’s School of Management, “To redesign a customer experience, you also have to redesign
organizational structures, culture, etc., or you won’t produce the
experience you want.”

So here’s the question: Have you ever overhauled your structure in order to produce a different customer experience?


Redesigning Customer Experience