Customer-Driven Change: What Your Customers Know, Your Employees Think, Your Managers Overlook

An accomplished change consultant offers valuable insight into using customer perspective to drive employee engagement and strategic innovation.

In the world of business, theories of change always agree on two essential ingredients: committed leaders and engaged employees. Most would say that if you have these, you will have successful change—but how do you get them in the first place? And how do you maintain them through reorganization, new strategies, or necessary cutbacks?

Change manage...