commitment

Are your executives on board with your desire to improve the customer experience? 

When I'm asked about the largest impediment to a successful customer experience transformation, my answer is always this: a lack of executive buy-in and commitment.

Employee passion drives results.

That's the title of a blog post I wrote back in 2012. Without question, that statement still holds true today.

Buy-in vs. commitment: is there a difference? And does it matter if there is?

As I was writing my most-recent post earlier this week, I started to type the word "buy-in" and paused for a moment because what I really meant was "commitment." Are the two terms one and the same?