The customer culture imperative : a leader's guide to driving superior performance / Linden R. Brown and Chris L. Brown.

Format:

Book

Author/Creator:

Brown, Linden, 1938- author.

Brown, Chris L., author.

Language:

English

Subjects (All):

Consumer satisfaction.

Physical Description:

1 online resource (1 v.) : ill.

Edition:

1st edition

Place of Publication:

New York : McGraw-Hill Education, [2014]

Language Note:

English

System Details:

text file

Summary:

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.

Contents:

Preface

Introduction

What's best for the customer is best for the business

Customers' rules

Customer inspired innovation

Relentless positioning

Competing for the future

Tectonic shifts

The new math : 1+1=3, 4 or even 10

How leaders get their ducks in a row

How to make it happen

Leaving a legacy

Will you be ready?

Appendix 1: Customer culture research

Appendix 2: Customer culture : a leader's measurement and action guide.

Notes:

Includes index.

Includes bibliographical references and index.

Description based on print version record.

ISBN:

9780071819824

0071819827

OCLC:

870674456