The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance

Preface

This book is about creating, building, and maintaining customer-centric organizations and how leading companies have done it. It gives you a framework for assessing your business’s customer-centricity and steps to strengthen it. From our detailed research of more than a hundred companies in 2007–2010 we became convinced that what’s best for the customer is also best for the business. Those companies that have strong customer-centricity outperform those that don’t. When we started our journey down this path we had a vision to spark and sustain a customer culture transformation in organizations around the world that inspires employees, delights ...