CHAPTER 3
Understanding Your Customer’s Compass
To enable you to more completely understand and satisfy your customers, we have developed the World Class Excellence Model to demonstrate the relationships between the various crucial components that bridge the corporate culture and the organizational brand (Figure 3-1). This model, which uses the traditional image of the sailor’s compass rose, offers unique insights for helping leaders attain excellence within their organizations, particularly in building compelling customer brands and creating high-performing employee cultures. By showing how to unify your efforts for maximum efficiency and effectiveness, ...
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