Customer Value

At Level 5, you’re a visionary leader in delivering customer value. You’re setting the direction for how your organization approaches customer experience and ensuring that customer value is a core part of its strategy. You’re driving transformative change and inspiring others to think about the long-term impact of their work. You’re shaping the future of customer value and ensuring that your organization is aligned with its goals.

Key Behaviors

  • Sets the direction for customer experience strategy
  • Ensures customer value is a core part of organizational strategy
  • Drives transformative change effectively
  • Inspires others to think about long-term impact
  • Shapes the future of customer value

Common Struggles

  • May face challenges in driving transformative change
  • Can encounter resistance when setting organizational direction
  • Might struggle to balance competing priorities effectively

Success Indicators

You know you're successful when you:

  • Set the direction for customer experience strategy effectively
  • Ensure customer value is a core part of organizational strategy
  • Drive transformative change effectively
  • Inspire others to think about long-term impact

Mindset Shift

From:

"What’s our organization’s contribution?"

To:

"How can we shape the future of customer value?"

Questions to Ask Yourself

  • What direction should our organization take to improve customer experience?
  • How can I ensure customer value is a core part of our strategy?
  • What can I do to drive transformative change effectively?

Build These Habits

  • 1
    Set the direction for customer experience strategy regularly
  • 2
    Ensure customer value is a core part of organizational strategy
  • 3
    Drive transformative change effectively

Seek Feedback

  • "How can we improve customer experience at a strategic level?"
  • "Are we driving the right outcomes effectively?"
  • "What can I do to inspire others to think about long-term impact?"

Signals You're Ready to Level Up

  • You set the direction for customer experience strategy effectively
  • You ensure customer value is a core part of organizational strategy
  • You drive transformative change effectively

Focus Summary

  • Shape the future
  • Drive transformation
  • Inspire vision

At Level 5, customer value is about visionary leadership. It’s the moment you start to see your work as a way to shape the future and to inspire others to think about what matters most.