Solution /

Looking on it now, all I really needed to do was find a way to help Intuit share the love (in a lastingly meaningful way). After landing an initial strategic framework for doing just that—and socializing that strategy via ‘tangible provocations’ (thank you, Lionel) designed to demonstrate what it actually means to listen to customers and build things that they really need—lighting a few fires under folks was relatively easy. And, in a series of back-to-back engagements, my team helped the internal team instigate a whole host of massive (and massively positive) changes across everything from Product and Support to Sales and Marketing.

And they’ve been crushing it ever since…