Humans, as well as all living things, align their behaviors with the rewards in their environment. For example, only 42% of companies agree that they can do what is right for customers despite the pressure to make current-period financial numbers. Interestingly, the same number of companies are actually using customer metrics to evaluate organizational performance. Examples from Applied Materials and Coca Cola Enterprises. From the blog Customer Experience Optimization: at http://clearaction.biz/blog (5:38).