In order to transform the Customer Experience, what is important? Leadership Commitment or Making others to commit?

Thanks for invitation :

you need  have a good leader on all the services management without forgetting good employees

  For the customer : The leader and the customer service employees must provide the best and most spectacular in all services until it becomes a very loyal customer and loyal to the company

Leaders have great intentions to transform their customer experiences, but either fail to commit to making change happen, or fail to get the commitment of others to do so. Getting people to acknowledge the importance of customer experience is relatively easy. Gaining acknowledgement of the need to change is also not that difficult. In fact, diagnosing what is causing the problem is also not too great a stretch.

HOWEVER… seeing businesses actually COMMITTING to doing something about the things that are causing customers most distress is where the wheels are falling off. Still we hear too many companies saying, ‘we know what the problems are’ – if you know what they are, then why are you not addressing them?! We are living in a business world that is swamped with data – most companies have KPIs coming out of their ears – yet when it comes to actually committing to fix the known drivers of customer dissatisfaction, PROCRASTINATION seems to be the norm.

If a business truly, authentically, genuinely wants to become more customer centric, it must make a firm COMMITMENT to understanding what its top priorities are and actually FIXING them. It needs to make a commitment to its customers and colleagues that is never ending. Customer Experience is not a fad. It is not a project. It is not a one off event. It is infinite.

we must exert interpersonal influence on others to direct them toward the specific goal, which is the transforming the customer experience

Making others to commit is more important than leadership commitment

Thanks for you are kind invitation.i like to very much Mr heavenly j John  answer. Thank you very much sir for you are deep knowledge. 

Thank you Mr. heavenly for the invitation

iam agree with experts answer

Thank you for the invitation

In my opinion , Both of them (Leadership & Others)

Being a leader is same as being an idol for others. So, making others commit is what maintains providing great service and commitment towards guests which make them loyal and regular customers and always target improving their experience who ever is there taking care of them.

 important points by which Customer Experience can be enhanced is to have :-

1. Effective CRM team.
2. Superior IT implementation.
3. Effective Analytics of the customer base Big Data available
4. Superior Customer Responsiveness.

Thanks for invitation....I endorse answers given by colleagues &Experts

thank you Mr. heavenly. i agree with experts answer.

Thanks for your kind invitation.....but I leave the answer to the experts.