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 unlocks the 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 is as 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 key disciplines 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 to unprecedented success. Guaranteed.