The ultimate goal of customer experience management (CXM) is to establish greater customer stability and loyalty resulting in predictable, sustainable company growth. In every customer relationship there is a time when promises made must become promises kept. Your entire team should be acutely focused on correctly establishing, measuring, and delivering on the customers’ expectations. Full accountability to performance outcomes are the central ingredients in establishing trust with your customers and sustaining long-term partnerships.

Genuine CXM may require a transformative journey for you, your leadership team and the entire organization. If you choose to unleash a culture of radical ownership and accountability in your organization, be prepared to go all the way to the radical edge of high-performance. It means new standards of performance. It means the transforming business will outgrow some people and most systems and processes. It means coming to the end of the individual and sparking the inception of the high-performance team.

According to Jocko Willink in his book Extreme Ownership: How US Navy SEALs Lead and Win: