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Creating a Customer-centered Culture

1993 Consumer satisfaction
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Release : 1993
Genre : Consumer satisfaction
Kind : eBook
Book Rating : 516/5 ( reviews)

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Book Synopsis Creating a Customer-centered Culture by : Robin L. Lawton

Download or read book Creating a Customer-centered Culture written by Robin L. Lawton. This book was released on 1993. Available in PDF, EPUB and Kindle. Book excerpt: Creating a Customer-Centered Culture shows you how to successfully apply existing traditional management tools to knowledge and service work. it teaches you to think like customers so you can implement an organizational culture transformation on your way to total quality management in a jargon-free, step-by-step way.

Develop A Customer-Focused Culture

2021-03-06
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Release : 2021-03-06
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Kind : eBook
Book Rating : /5 ( reviews)

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Book Synopsis Develop A Customer-Focused Culture by : Milford Henrick

Download or read book Develop A Customer-Focused Culture written by Milford Henrick. This book was released on 2021-03-06. Available in PDF, EPUB and Kindle. Book excerpt: Why do so many companies struggle to get customer-centricity right? The most common, and perhaps the greatest, barrier to customer-centricity is the lack of a customer-centric organizational culture. At most companies, the culture remains product-focused or sales-driven, or customer-centricity is considered a priority only for certain functions such as marketing. To successfully implement a customer-centric strategy and operating model, a company must have a culture that aligns with them -- and leaders who deliberately cultivate the necessary mindset and values in their employees. The book's content has 3 main parts: Part 1: Culture Is the Key to Outstanding Customer Service Chapter 1 How Corporate Culture Guides Your Employees' Actions Chapter 2 Why Culture Initiatives Often Fail Part 2: Building a Customer-Focused Culture Chapter 3 Defining Your Culture Chapter 4 Engaging Employees with Your Culture Part 3: Changing Your Company's Service DNA Chapter 5 Aligning Your Business Around a Customer-Focused Culture Chapter 6 Setting Goals That Drive Your Culture Chapter 7 Hiring Employees Who Will Embrace Your Culture Chapter 8 Training Employees to Embody Your Culture Chapter 9 Empowering Employees to Support Your Culture Chapter 10 How Leadership Can Make or Break Your Culture Chapter 11 A Customer-Focused Example Chapter 12 Making the Commitment to a Customer-Focused Culture

Handbook on Customer Centricity

2019 Business & Economics
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Release : 2019
Genre : Business & Economics
Kind : eBook
Book Rating : 608/5 ( reviews)

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Book Synopsis Handbook on Customer Centricity by : Robert W. Palmatier

Download or read book Handbook on Customer Centricity written by Robert W. Palmatier. This book was released on 2019. Available in PDF, EPUB and Kindle. Book excerpt: Drawing on the expertise of leading marketing scholars, this book provides managers and researchers with insights into the fundamentals of customer centricity and how firms can develop it. Customer centricity is not just about segmentation or short-term marketing tactics. Rather, it represents an organization-wide philosophy that focuses on the systematic and continuous alignment of the firm’s internal architecture, strategy, capabilities, and offerings with external customers.

Customer-Centric Leadership: 8 Principles for a Customer-Centric Culture

2019-03-10 Business & Economics
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Release : 2019-03-10
Genre : Business & Economics
Kind : eBook
Book Rating : 669/5 ( reviews)

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Book Synopsis Customer-Centric Leadership: 8 Principles for a Customer-Centric Culture by : Sydney Brouwer

Download or read book Customer-Centric Leadership: 8 Principles for a Customer-Centric Culture written by Sydney Brouwer. This book was released on 2019-03-10. Available in PDF, EPUB and Kindle. Book excerpt: Every organization is aware of the importance of customer-centricity. Delivering a great customer experience is a priority for many companies. To achieve this, all sorts of methods are used to take the customer experience to the next level. However, too little attention is paid to one key aspect: leadership.In this book, Sydney Brouwer links customer-centricity and leadership. He zooms in on the role of the leader. After all, as a leader you are responsible for creating a culture that encourages everyone to understand and act on the interest of the customer. What should a leader do to make customer experience a priority for everyone in the organization? How can he enable and encourage customer-centric behavior? By using inspiring cases and examples from companies like Disney, citizenM and BMW, Sydney takes you on a journey along eight principles that will help leaders build a customer-centric culture. A culture that creates enthusiastic customers and employees.

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

2013-12-06 Business & Economics
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Release : 2013-12-06
Genre : Business & Economics
Kind : eBook
Book Rating : 827/5 ( reviews)

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Book Synopsis The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance by : Linden Brown

Download or read book The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance written by Linden Brown. This book was released on 2013-12-06. Available in PDF, EPUB and Kindle. Book excerpt: What do Toyota, Apple, and Zappos have in common? CUSTOMER-CENTRIC CULTURE And now, with this research-based method, you can replicate their success with your business Based on more than 60 studies and the authors’ three-year proprietary research project with more than 100 companies, The Customer Culture Imperative demonstrates that organizations exhibiting a strong "customer-centric culture" do, in fact, produce superior business performance. It provides diagnostic tools and a roadmap for effective implementation, designed to make cultural change concrete and actionable in any organization. Dr. Linden R. Brown is chairman and co-founder of MarketCulture Strategies Inc. Christopher Brown is the former marketing director for Hewlett-Packard for the South Pacific and is presently a Silicon Valley-based sales and marketing consultant.

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