Customer Centric Leadership 8 Principles For A Customer Centric Culture

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

Author : Sydney Brouwer
Publisher :
ISBN 13 : 9789090315669
Total Pages : 192 pages
Book Rating : 4.3/5 (156 download)

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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 and published by . This book was released on 2019-03-10 with total page 192 pages. 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.

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

Author : Sydney Brouwer
Publisher :
ISBN 13 : 9789090315669
Total Pages : 192 pages
Book Rating : 4.3/5 (156 download)

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

Creating a Customer-centered Culture

Author : Robin L. Lawton
Publisher : ASQ Quality Press
ISBN 13 : 9780873891516
Total Pages : 0 pages
Book Rating : 4.8/5 (915 download)

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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 and published by ASQ Quality Press. This book was released on 1993 with total page 0 pages. 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.

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

Author : Linden Brown
Publisher : McGraw Hill Professional
ISBN 13 : 0071819827
Total Pages : 338 pages
Book Rating : 4.0/5 (718 download)

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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 and published by McGraw Hill Professional. This book was released on 2013-12-06 with total page 338 pages. 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.

The Customer of the Future

Author : Blake Morgan
Publisher : HarperCollins Leadership
ISBN 13 : 1400213649
Total Pages : 225 pages
Book Rating : 4.4/5 (2 download)

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Book Synopsis The Customer of the Future by : Blake Morgan

Download or read book The Customer of the Future written by Blake Morgan and published by HarperCollins Leadership. This book was released on 2019-10-29 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: With emerging technology transforming customer expectations, it's important to keep a laser focus on the experience companies provide their customers. Tomorrow's customers need to be targeted today! Customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective. The Customer of the Future explains how today's customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don't adapt to these new expectations won't last. This book prepares your organization for these increasing demands by helping you do the following: Learn the ten defining strategies for a customer experience-focused company. Implement new techniques to shift the entire company from being product-focused to being customer-focused. Gain insights through case studies and examples on how the world's most innovative companies are offering new and compelling customer experiences. Tomorrow's customers will insist on experiences that make their lives significantly easier and better. Craft a leadership development and culture plan to create lasting change at your organization!

The 8 Laws Of Customer-Focused Leadership

Author : Blake Morgan
Publisher : HarperCollins Leadership
ISBN 13 : 1400245966
Total Pages : 241 pages
Book Rating : 4.4/5 (2 download)

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Book Synopsis The 8 Laws Of Customer-Focused Leadership by : Blake Morgan

Download or read book The 8 Laws Of Customer-Focused Leadership written by Blake Morgan and published by HarperCollins Leadership. This book was released on 2024-07-02 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: A leadership playbook for making customer experience a core aspect of your business. In a rapidly changing world filled with uncertainties, one thing remains crystal clear: customers are increasingly fickle and no longer care about loyalty to any particular company. In addition, many well-intentioned companies are falling short of customer expectations, despite every organization’s potential for excellence. The truth is customer experience is not what it used to be. New technologies, values, generational expectations, economic instability, - and the rapid pace of change all must be considered as you forge ahead. How do you put the customer first in the face of all these emerging trends? Using cutting-edge research and interviewing top leaders across industries, customer experience futurist Blake Morgan has pulled together eight new laws that the best companies follow in terms of building and maintaining a focus on the customer. Customer experience is a decision leaders must make every day, and this book shows you how: C.reate a customer experience mindset. eX.ceed longterm profit expectations by focusing on both short term and long term profits. L.ay out your customer experience strategy creation and stick to it. E.mbark on your 90 day get started plan. A.nticipate the future by being a customer experience futurist. D.on’t forget that employees are customers too. E.valuate success and measure what can be measured. R.eaffirm the priority - keep CX front and center. Learn the laws, see how the best companies apply them, and build them into your organization to become a transformational customer experience leader!

The Customer-Driven Culture: A Microsoft Story

Author : Travis Lowdermilk
Publisher : O'Reilly Media
ISBN 13 : 1492058688
Total Pages : 211 pages
Book Rating : 4.4/5 (92 download)

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Book Synopsis The Customer-Driven Culture: A Microsoft Story by : Travis Lowdermilk

Download or read book The Customer-Driven Culture: A Microsoft Story written by Travis Lowdermilk and published by O'Reilly Media. This book was released on 2020-02-24 with total page 211 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you’re striving to make products and services that your customers will love, then you’ll need a customer-driven organization. As companies transform their businesses to meet the demands of the digital age, they find themselves grappling with uniquely human challenges. Organizational knowledge becomes siloed, employees move to safeguard their expertise, and customer data creates polarization and infighting between teams. All of these challenges widen the distance between the people who make your products and the customers who use them. To meet today’s challenges, companies need to do more than build processes for customer-driven products. They need to create a customer-driven culture. With the help of his friend and mentor Monty Hammontree, Travis Lowdermilk takes readers through the cultural transformation of the Developer Division at Microsoft. This book shows readers how to "hack" their culture and reduce the distance between them and their customers’ needs. It’s a uniquely personal story that’s told amidst a cultural revolution at one of the largest software companies in the world. This story acts as your guide. You’ll learn how to: Establish a Common Language: Help employees change their thinking and actions Build Bridges, Not Walls: Treat product building as a team sport Encourage Learning Versus Knowing: Help your team understand their customers Build Leaders That Build Your Culture: Showcase star employees to inspire others Meet Teams Where They Are: Make it easy for teams to to adopt vital behavior changes Make Data Relatable: Move beyond numbers and focus on empathizing with customers

Develop A Customer-Focused Culture

Author : Milford Henrick
Publisher :
ISBN 13 :
Total Pages : 168 pages
Book Rating : 4.7/5 (176 download)

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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 and published by . This book was released on 2021-03-06 with total page 168 pages. 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

Customer Centricity

Author : Peter Fader
Publisher :
ISBN 13 :
Total Pages : 128 pages
Book Rating : 4.:/5 (113 download)

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Book Synopsis Customer Centricity by : Peter Fader

Download or read book Customer Centricity written by Peter Fader and published by . This book was released on 2012 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.

Handbook on Customer Centricity

Author : Robert W. Palmatier
Publisher : Edward Elgar Publishing
ISBN 13 : 1788113608
Total Pages : 384 pages
Book Rating : 4.7/5 (881 download)

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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 and published by Edward Elgar Publishing. This book was released on 2019 with total page 384 pages. 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.

Built to Win

Author : Annette Franz
Publisher : Advantage Media
ISBN 13 : 9781642253221
Total Pages : 232 pages
Book Rating : 4.2/5 (532 download)

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Book Synopsis Built to Win by : Annette Franz

Download or read book Built to Win written by Annette Franz and published by Advantage Media. This book was released on 2022-03-22 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: Build a winning organization rooted in ten foundational principles that ensure you drive value for customers and for the business. Customer-centric companies put the customer at the center of all they do; they ensure that they make no decisions without first thinking of the customer and the impact that decision has on her. Annette Franz refers to this as putting the "customer" in customer experience, which means that companies are taking the time to understand who they are and then using that understanding to design a better experience for them. Too often, companies believe they know what's best for the customer and design an experience based on inside-out thinking, only to end up creating frustration and dissatisfaction. Why? Because they haven't really put the customer into the experience (design) at all. But what does it take to ensure that the entire company adopts this mindset, this culture? In Built to Win, learn about the ten critical principles that form the foundation for building such a culture. Build the business with these principles in mind, and you will build to win. Win for the customer, win for the business.

Working Backwards

Author : Colin Bryar
Publisher : St. Martin's Press
ISBN 13 : 1250267609
Total Pages : 304 pages
Book Rating : 4.2/5 (52 download)

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Book Synopsis Working Backwards by : Colin Bryar

Download or read book Working Backwards written by Colin Bryar and published by St. Martin's Press. This book was released on 2021-02-09 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: Working Backwards is an insider's breakdown of Amazon's approach to culture, leadership, and best practices from two long-time Amazon executives—with lessons and techniques you can apply to your own company, and career, right now. In Working Backwards, two long-serving Amazon executives reveal the principles and practices that have driven the success of one of the most extraordinary companies the world has ever known. With twenty-seven years of Amazon experience between them—much of it during the period of unmatched innovation that created products and services including Kindle, Amazon Prime, Amazon Studios, and Amazon Web Services—Bryar and Carr offer unprecedented access to the Amazon way as it was developed and proven to be repeatable, scalable, and adaptable. With keen analysis and practical steps for applying it at your own company—no matter the size—the authors illuminate how Amazon’s fourteen leadership principles inform decision-making at all levels of the company. With a focus on customer obsession, long-term thinking, eagerness to invent, and operational excellence, Amazon’s ground-level practices ensure these characteristics are translated into action and flow through all aspects of the business. Working Backwards is both a practical guidebook and the story of how the company grew to become so successful. It is filled with the authors’ in-the-room recollections of what “Being Amazonian” is like and how their time at the company affected their personal and professional lives. They demonstrate that success on Amazon’s scale is not achieved by the genius of any single leader, but rather through commitment to and execution of a set of well-defined, rigorously-executed principles and practices—shared here for the very first time. Whatever your talent, career or organization might be, find out how you can put Working Backwards to work for you.

EMPOWERED

Author : Marty Cagan
Publisher : John Wiley & Sons
ISBN 13 : 1119691257
Total Pages : 435 pages
Book Rating : 4.1/5 (196 download)

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Book Synopsis EMPOWERED by : Marty Cagan

Download or read book EMPOWERED written by Marty Cagan and published by John Wiley & Sons. This book was released on 2020-12-03 with total page 435 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Great teams are comprised of ordinary people that are empowered and inspired. They are empowered to solve hard problems in ways their customers love yet work for their business. They are inspired with ideas and techniques for quickly evaluating those ideas to discover solutions that work: they are valuable, usable, feasible and viable. This book is about the idea and reality of "achieving extraordinary results from ordinary people". Empowered is the companion to Inspired. It addresses the other half of the problem of building tech products?how to get the absolute best work from your product teams. However, the book's message applies much more broadly than just to product teams. Inspired was aimed at product managers. Empowered is aimed at all levels of technology-powered organizations: founders and CEO's, leaders of product, technology and design, and the countless product managers, product designers and engineers that comprise the teams. This book will not just inspire companies to empower their employees but will teach them how. This book will help readers achieve the benefits of truly empowered teams"--

Hooked on Customers

Author : Robert G. Thompson
Publisher : Createspace Independent Publishing Platform
ISBN 13 : 9781478271512
Total Pages : 0 pages
Book Rating : 4.2/5 (715 download)

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Book Synopsis Hooked on Customers by : Robert G. Thompson

Download or read book Hooked on Customers written by Robert G. Thompson and published by Createspace Independent Publishing Platform. This book was released on 2014 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Talk is cheap." A cliché, perhaps, but the idea that what we do is more important than what we say is a fundamental truth. It applies in our personal lives and can extend into our professional work, too. Learning to let your actions do the talking can be revolutionary to a company that struggles to create enduring customer relationships. People who own operate, manage, or otherwise lead a company are always looking for ways to improve productivity, beat the competition, and ensure long-term success. Learning how to put words and ideas into action can be a key to success in the business world. Hooked on Customers is not about finding the right words, whether labeled as a "strategy" or not. It is an insightful, highly informative book that propels businesses into action. It explores successful customer-centric businesses, examines the ways they execute their strategies, and provides practical recommendations for business leaders to more effectively outperform their competition. A must-have for any business leader who wants to have a healthy relationship with customers, this book avoids the pitfalls that often plague others that offer business advice. Frequently, company leaders turn to consultants and other resources to recommend strategies that sound great but ultimately don't have any real meaning because they are a series of words without a tie to actions. Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer-centricity, author Robert Thompson has identified the five routine organizational habits successful customer-centric businesses use when executing strategy. Legendary leading customer-centric businesses: LISTEN to their customers' values and feedback. THINK about the implications of fact-based decisions on customers EMPOWER employees with the freedom they need to please customers CREATE new value for customers, without being asked DELIGHT customers by exceeding their expectations Crucial to Thompson's discussion of these habits is the premise that there are no quick fixes. Customer-centricity takes time, determination, and company-wide commitment. It must be maintained and constantly pursued to ensure that it becomes part of the fabric of a business. In the end, the results are well worth it. Hooked on Customers helps leaders understand, adopt, and implement the five crucial habits that enable companies to not only survive in highly competitive, overcrowded markets but to dominate them, creating a legacy of success and inspiration along the way.

The 8 Laws of Customer-Focused Leadership

Author : Blake Morgan
Publisher :
ISBN 13 : 9781400245956
Total Pages : 0 pages
Book Rating : 4.2/5 (459 download)

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Book Synopsis The 8 Laws of Customer-Focused Leadership by : Blake Morgan

Download or read book The 8 Laws of Customer-Focused Leadership written by Blake Morgan and published by . This book was released on 2024-07-02 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Finally, a playbook for leaders of all types on how to build and maintain a relentless focus on the customer into your organization's DNA.

The Customer-Centric Blueprint

Author : Doug Leather
Publisher : Porcupine Press Trading Under Dgr Writing & Resear
ISBN 13 : 9780620558341
Total Pages : 310 pages
Book Rating : 4.5/5 (583 download)

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Book Synopsis The Customer-Centric Blueprint by : Doug Leather

Download or read book The Customer-Centric Blueprint written by Doug Leather and published by Porcupine Press Trading Under Dgr Writing & Resear. This book was released on 2013-07 with total page 310 pages. Available in PDF, EPUB and Kindle. Book excerpt: Book Description: Our world is undergoing rapid transformation. In this tide of change and upheaval, customers are stepping into their power and making demands the likes of which have never been seen before. Building sustainable competitive advantage and leading a superior 21st century organisation requires a new approach - placing your customer at the heart of everything you do, implementing a customer-centric business model and boldly leading your organisation through the transformational journey required. Using the REAP Customer-Centric Organisation Blueprint(r) as an architecture, this book explores all the interconnected components of a truly customer-centric business model and how you can apply its principles practically and with tangibly significant business results. It will support you to strategize, plan and operationalise the future in order to create, deliver and capture value, whilst delivering sustainable, superior business performance. About the Author: Doug Leather, CEO of REAP Consulting (Pty) Ltd, is a Wharton Business School Alumnus who has a diverse and varied background, including engineering and commercial. He is a leading expert in Customer Management working globally with large blue-chip organisations, and is best described as a Customer Management Evangelist, Activist and Futurologist as a result of his intense passion, broad multi-industry and multi-country insights into customer management capability understanding, best practice application, customer experience, business models and business performance improvement. The primary focus of his client work today is in helping people in businesses think, and work differently together to understand the importance of customer asset management, assessing the maturity of customer management capability and then conceiving, planning, developing/repairing, driving and measuring strategy and programmes for the 21st Century Organisatio

Brave New Work

Author : Aaron Dignan
Publisher : Penguin
ISBN 13 : 0525536213
Total Pages : 304 pages
Book Rating : 4.5/5 (255 download)

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Book Synopsis Brave New Work by : Aaron Dignan

Download or read book Brave New Work written by Aaron Dignan and published by Penguin. This book was released on 2019-02-19 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: “This is the management book of the year. Clear, powerful and urgent, it's a must read for anyone who cares about where they work and how they work.” —Seth Godin, author of This is Marketing “This book is a breath of fresh air. Read it now, and make sure your boss does too.” —Adam Grant, New York Times bestselling author of Give and Take, Originals, and Option B with Sheryl Sandberg When fast-scaling startups and global organizations get stuck, they call Aaron Dignan. In this book, he reveals his proven approach for eliminating red tape, dissolving bureaucracy, and doing the best work of your life. He’s found that nearly everyone, from Wall Street to Silicon Valley, points to the same frustrations: lack of trust, bottlenecks in decision making, siloed functions and teams, meeting and email overload, tiresome budgeting, short-term thinking, and more. Is there any hope for a solution? Haven’t countless business gurus promised the answer, yet changed almost nothing about the way we work? That’s because we fail to recognize that organizations aren’t machines to be predicted and controlled. They’re complex human systems full of potential waiting to be released. Dignan says you can’t fix a team, department, or organization by tinkering around the edges. Over the years, he has helped his clients completely reinvent their operating systems—the fundamental principles and practices that shape their culture—with extraordinary success. Imagine a bank that abandoned traditional budgeting, only to outperform its competition for decades. An appliance manufacturer that divided itself into 2,000 autonomous teams, resulting not in chaos but rapid growth. A healthcare provider with an HQ of just 50 people supporting over 14,000 people in the field—that is named the “best place to work” year after year. And even a team that saved $3 million per year by cancelling one monthly meeting. Their stories may sound improbable, but in Brave New Work you’ll learn exactly how they and other organizations are inventing a smarter, healthier, and more effective way to work. Not through top down mandates, but through a groundswell of autonomy, trust, and transparency. Whether you lead a team of ten or ten thousand, improving your operating system is the single most powerful thing you can do. The only question is, are you ready?