When it comes to the customer experience, it is important to think through very carefully what will employees actually do. It is my job, as a leader, to know how to have the most engaged employees possible. No on else can do that for me.

• What is measured about the customer experience, will get done. I have to make sure that I am measuring the right thing. What is the one thing that will make a difference in the customer experience? Do I know? Am I measuring it?
• What is incented will get done. Incentives can include compensation but should not do so exclusively.
• What wins are we celebrating? What I spend time celebrating with employees is important. Everyone will pay attention.

So don’t blame people, change their environment. I can do that no matter what level I am in the organization.