Senior executives at a large retail organization want employees to become more customer-friendly.Employees think they are serving customers well enough and the company is the dominant player in the market.What should the executives do in this situation?
A)Stop trying to convince employees that they should change.
B)Keep pushing employees to change even though they don't see the need to change.
C)Threaten to fire employees who do not become more customer-friendly.
D)Find information in the external environment indicating that the company's dominant position will be threatened unless they become more customer-friendly.
E)Do none of these things.

Question

Quizplus · Accepted Answer

The most effective approach in this situation would be to provide evidence from the external environment indicating that the company's dominant position is at risk unless employees become more customer-friendly. This approach would help employees understand the importance of changing their behavior and would motivate them to become more customer-centric. The other options, such as giving up, continuing to push without explanation, or threatening employees with termination, are unlikely to be successful and could potentially harm the company's relationship with its employees.

Senior Executives at a Large Retail Organization Want Employees to Become