Beschreibung The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance. BECOME THE ENVY OF YOUR INDUSTRY WITH A CUSTOMER-CENTRIC CULTUREWinner 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 cultureUnify efforts across units by creating a "common language" for changeCollect and measure data from your efforts and benchmark your progressMake change long term so you leave a legacy of an enduring businessCreating 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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‎The Customer Culture Imperative: A Leader's Guide to ~ 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.
The Customer Culture Imperative: A Leader's Guide to ~ 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 .
The Customer Culture Imperative: A Leader's Guide to ~ Download Citation; The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance . Authors: Linden Brown and Christopher Brown. Published: December 2013. eISBN: 9780071819824 0071819827 / ISBN: 9780071821148. Open eBook . Book Description Table of Contents Book description: BECOME THE ENVY OF YOUR INDUSTRY WITH A CUSTOMER-CENTRIC CULTURE. For the first time, this .
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Leaders Can Shape Company Culture Through Their Behaviors ~ I share these stories as a way to show that how we behave as leaders drives the kind of culture we end up with. But this is also why changing an existing culture can be so difficult. This is a .
Organization culture as driver of competitive advantage ~ that can create and sustain performance, only few leaders give it the attention it deserves. The cause of ethical failure in many organizations can be traced to organizational failure of leadership active promotion of ethical ideals and practices. This paper will discuss the use of Schein’s five primary mechanisms as a model for leaders in creating a culture that supports moral and ethical .
Be a Successful Change Leader: The 3 Cs of Change ~ Great Change Leaders Focus on People & Process. Successful change is one of the biggest problems that modern organizations face. In our fast-changing world, the strategic imperative to change is often clear: Without doing things differently, our company is unlikely to succeed, or last.
Best Leadership Books: 8 Essential Reads You Need In Your ~ Customer experience consultant • customer service keynote speaker & webinar host • training • executive content creator and ghostwriter • influencer • company culture • patient .
Our Management Approach / Johnson & Johnson ~ The overarching philosophy that guides our business is Our Credo, a deeply held set of values that have served as the strategic and moral compass for generations of Johnson & Johnson leaders and employees. Above all, Our Credo challenges us to put the needs and well-being of the people we serve first. It also speaks to the responsibilities we have to our employees, to the communities in which .
Two Ways To Ensure Your Corporate Culture And Values Align ~ When your corporate culture and values don’t align, your employees, customers and bottom-line business performance may suffer. So, how do you create values statements that will help align your .
Culture Index / Executive Advisors ~ With Culture Indexâ„¢, you can maximize your bottom line by optimizing your organization from the top down. Culture Index works exclusively with visionary business leaders, driving them to use analytics instead of instincts to scale and transform their organizations.
Seven Steps for Effective Leadership Development ~ Whereas leaders influence, inspire, and drive people to a common goal, the role of a manager is to keep the day-to-day operations of an organization running smoothly. Employee development must reflect these differences and provide development of both sets of skills. TABLE 1. FUNDAMENTAL DIFFERENCES BETWEEN THE ROLE OF A MANAGER AND A LEADER . MANAGERIAL FUNCTIONS . LEADERSHIP SKILLS . Plan and .
The Why, What, and How of Management Innovation ~ Over the past century, breakthroughs such as brand management and the divisionalized organization structure have created more sustained competitive advantage than anything that came out of a lab .
The CEO guide to customer experience / McKinsey ~ Customer-experience leaders can become even better by digitizing the processes behind the most important customer journeys. In these quick efforts, multidisciplinary teams jointly design, test, and iterate high-impact processes and journeys in the field, continually refining and rereleasing them after input from customers. Such methods help high-performing incumbents to release and scale major .
Six Strategies for a Stronger Safety Culture / EHS Today ~ A strong safety culture is more sustainable than a culture with an injury frequency that has allowed it to be over 1.00 (ut another way, below average). Once a company is below average on injury frequency, there is potential for really bad things to happen. Too many injuries lead people to take too many chances, with an acceptance that “injuries will happen." Too many visible injuries can .
Customer- centricity Embedding it into your organisation’s DNA ~ 1. Visible, customer-focused leadership Accountable customer-focused leadership. Having clear leadership from the top that articulates what customer-centricity means to your business, and what it looks like in practice, is critical to creating a customer-centric organisation. Whilst it is common to have someone responsible for the