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The High Roller Experience: How Caesars and Other World-Class Companies Are Using Data to Create an Unforgettable Customer Experience by David Norton

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CHAPTER1

Customer Centricity and All Its Components

Most companies are organized by product line, business unit, or geography and find it very challenging to take a customer-centric approach to running their business. The customer is a by-product of the organization’s design as opposed to being the core around which the company operates. Customer centricity means that the customer is the company’s and not an individual business unit’s. It is an ability to interact with the customer cohesively and consistently regardless of which business unit ...

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