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

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

Autor Linden Brown, Christopher Brown
en Limba Engleză Hardback – 16 feb 2014

BECOME THE ENVY OF YOUR INDUSTRY WITH A CUSTOMER-CENTRIC CULTURE

Winner of Marketing Book of the Year 2015 by Marketing and Sales Books
For the first time, this groundbreaking guide unlocksthe secrets used by Amazon, Virgin, Apple, Starbucks, and salesforce.com. It creates a guide for success based on three years of scientific study drawing insights from more than 100 businesses to identify seven key factors. When implemented together these factors have been proven to drive superior business performance. Customer culture isas fundamental to business performance as breathing is to living. It is the life force of your business. This applies no matter what your industry sector.
And with the evidence-based methods in this book,you can replicate their success in your business!
The Customer Culture Imperative reveals the keydisciplines of customer culture that consistently predict enhanced, sustainable business results. Each one is linked to a particular strategy and drives predictable and measurable improvements in one or more business performance factors--from innovation and customer satisfaction to growth in sales and profits to higher rates of new-product success. It gives you the tools to:
  • Inspire everyone in the company to embrace a customer-centric culture
  • Unify efforts across units by creating a "common language" for change
  • Collect and measure data from your efforts and benchmark your progress
  • Make change long term so you leave a legacy of an enduring business
Creating a customer-centric company takes more than making an investment in the customer service department and systems. It's about building a culture in which the customer is at the heart of all decisions made within every function and unit. What's best for the customer is what's best for business. Make that a part of the DNA of your organization, and you will lead your company tounprecedented success. Guaranteed.
PRAISE FOR THE CUSTOMER CULTURE IMPERATIVE
"Linden and Chris Brown have written the best book on what it takes to build a genuine customer culture in an organization. Their framework and their stories will inspire you to take the next step." -- Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing at the Kellogg School of Management at Northwestern University
"A customer-focused culture is a powerful competitive advantage. This book will show you how todiagnose the level of a customer culture and then make the leadership moves to raise this level." -- George Day, Geoffrey T. Boisi Professor of Marketing and Co-Director of the Mack Institute for Innovation Management, Wharton, University of Pennsylvania
"Creating unique customer engagements is an essential ingredient of the 'Starbucks Experience.'Crafting an authentic culture is essential to insuring that all employees consistently execute and innovate the highest quality customer experience. Linden and Chris provide a unique framework and road map to build this culture within large and small organizations." -- Arthur Rubinfeld, chief creative officer and president,Global Innovation and Evolution Fresh Retail, Starbucks
"Smart phones, smart networks, and personalized apps are changing the way people live and work--giving control to an emerging class of globally connected customers that have the power to shift markets. Linden and Chris Brown’s work will help you understand what is happening and what it means to your business.” -- David Thodey, Chief Executive Officer, Telstra
"Over the 40+ years of my life in business I have always known that a customer culture is the key to success. How to achieve it has been a continuous search and challenge. This book is the clearest roadmap I have read to truly achieve a customer culture and all the benefits it brings.” -- John Stanhope, Chairman, Australia Post
"Some books (alas, very rare) summarise well-researched management theory, combined with current best practice, to deliver powerful and pragmatic guidelines for growing shareholder value. This is one such book. Read it. Enjoy it. It is a powerful contribution to best practice.” -- Malcolm MacDonald, Emeritus Professor, Cranfield University School of Management
"Smart phones, smart networks, and personalized apps are changing the way people live and work,giving control to an emerging class of globally connected customers that have the power to shift markets. Linden and Chris Brown’s work will help you understand what is happening and what it means to your business.”--David Thodey, Chief Executive Officer, Telstra
"Over the 40+ years of my life in business I have always known that a customer culture is the key to success. How to achieve it has been a continuous search and challenge. This book is the clearest roadmap I have read to truly achieve a customer culture and all the benefits it brings.”--John Stanhope, Chairman, Australia Post
"Some books, alas very rare, summarise well-researched management theory, combined with current best practice, to deliver powerful and pragmatic guidelines for growing shareholder value. This is one such book. Read it. Enjoy it. It is a powerful contribution to best practice.”--Malcolm MacDonald, Emeritus Professor,Cranfield University School of Management
"This easy to read book provides essential and unique guidance for driving the critical relationship between customer centricity and sustained organisational performance."-—Dr Ramzi Fayed, Executive Dean, Australian Graduate School of Leadership
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Specificații

ISBN-13: 9780071821148
ISBN-10: 0071821147
Pagini: 336
Dimensiuni: 112 x 272 x 18 mm
Greutate: 0.61 kg
Editura: McGraw Hill Education
Colecția McGraw-Hill
Locul publicării:United States

Cuprins

Preface vii
Introduction xi
1 What’s Best for the Customer Is Best for the Business 1
2 Customers’ Rules 37
3 Customer-Inspired Innovation 57
4 Relentless Positioning 75
5 Competing for the Future 97
6 Tectonic Shifts 115
7 The New Math: 1 + 1 = 3 or 4 or even 10 141
8 How Leaders Get Their Ducks in a Row 161
9 How to Make It Happen 185
10 Leaving a Legacy 243
11 Will You Be Ready? 265
Appendix 1: The Research Program 273
Appendix 2: Customer Culture: A Leader’sMeasurement and Action Guide 289
Notes 293
Index 311