Appendix 2
Customer Culture: A Leader’s Measurement and Action Guide
Take the following steps to get started on the customer culture journey: measure, evaluate, and take action to strengthen.
1. Measure: Estimate Your Level of Customer Culture
Chapters 2 to 8 each include a list of 10 behaviors at the end of the chapter. You can use these to estimate the level of customer culture in your company, business unit, function, or work group. It will be your own assessment and not benchmarked; nevertheless, it will give you an indication of your perception of customer culture strengths and weaknesses across the seven disciplines.
As an example, taken ...
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