Why Customer Experience Equals Open Mindset

Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

Dr. Dweck is a Stanford University professor of personality, social, and developmental psychology. Her work looks at how beliefs shape individual differences, and her book Mindset -The New Psychology of Success is a must-read for anyone trying to drive personal or organizational change. Mindset offers insights on how belief systems foster or hinder growth and development. The good news from Carol Dweck’s work is that fixed mindsets don’t have to stay fixed. Like all behavioral change, the first step in transformation requires an honest assessment of the areas where your mindset is fixed. The next step involves a calculation of the risks that come from staying stuck and the benefits of growth. With honest self-assessment and a reason to change, the next step is to craft a plan that challenges underlying assumptions or breaks through those beliefs that keep you stuck. How would you rate your organization on a 10-point scale, with one being completely fixed and ten being completely growth-oriented? In what areas is your organization stuck, and in what areas are you growing?