The Customer Catalyst

INTRODUCTION

THE CUSTOMER ECONOMY

How do you define a successful business? Most business leaders would agree that sustainable, profitable growth has to be one of the most desirable achievements and characteristics of any commercial enterprise. In principle, that sounds simple, doesn't it?

Well, yes – but sustainable business growth is not a one-time effort, and does not happen by accident. It happens because the company creates market demand from customers and prospects and, most importantly, continues – time and time again – to satisfy the needs of its customers. Happy customers not only buy more, they also recommend the company. As a result, customers help accelerate growth. And all of this only really happens when the organisation truly puts the customer at the heart of everything it does.

The trouble is, even though most organisations talk a great game when it comes to putting the customer at the heart of their business, they frequently struggle to deliver on that promise. In this book, we will give CEOs, leaders and the whole the organisation the ‘How to’ with our 10-part C-change growth engine to help them accelerate business growth in the Customer Economy. A toolkit and collection of actions that companies can deploy, according to their own circumstances, is provided to help you achieve this.

Conversely, achieving sustainable profitable growth does not happen when the company pushes products or services at customers that, ultimately, deliver a poor Customer Experience ...