One of the keys to mindset change occurs when people (especially those in non-customer facing roles) listen to customer feedback in relation to their role and/or have direct interaction with customers and listen to them.

That is, creating the human connection with customers and thinking of them as people they affect by what they do in their role. We created that interaction with BlackRock, Telstra and Vodafone. 

The MRI itself is a trigger for people to develop a customer mindset by answering the open-ended questions and sharing their views on what needs to be done to be more customer centric. 

Leaders tell us that the quantitive rating questions and the qualitative questions make them think in a more specific way about their customers and it broadens their view on the factors to consider just by answering the MRI assessment itself.