Leading the charge in Customer Experience

I’ve been reading a great deal on customer satisfaction this and customer loyalty that here lately.  Working on a reimagining (so to speak) of my function and purpose within the customer experience realm.  Here is a challenge for you – how do you inspire a company to become more customer centric?  It’s the holy grail right now – a new version of the field of dreams.  I see it as two things – inspiration and engagement.  You can inspire but if action doesn’t follow (and shortly) then engagement drops off and you have less credit than when you started the whole thing.  I say… let’s break the mold and stop worrying so much about the numbers and start worrying far more about the people – our people and our customers as people.