Senior executives at a large retail organization want employees to become more customer-friendly. employees think they are serving customers well enough, and the company is the dominant player in the market. what should the executives do to create an urgency to change in this situation?

In order to create an urgency to change the executives can collect data to counter this thinking of the employees.

Explanation:

The employees believe they are serving customers well enough and they do not need to improve as the company is already dominant in the market.  

In order to change this thinking, the senior executives need to find data from the market reflecting that the company can lose its dominant position unless the employees improve their behavior and become more customer-friendly.