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

by Linden Brown, Chris L. Brown

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

Genres: Business

336 pages, Hardcover

First published December 6, 2013

Reviews

[Kym Hamer · Rating 4 out of 5]

While this was quite repetitive in the first couple of chapters, what really lifted this book for me was the way the authors use a range of examples to illustrate how their methodology works. In a world that draws continuously on Amazon, Zappos and Apple as bastions of customer-centricity, taking a good look behind the scenes of other successful companies really highlighted what leaders need to invest themselves in to bring a customer-centric culture not just into being but also to embed as a set of sustained practices that stand the test of time. The Customer Culture Imperative is a keeper for being able to dip back into these examples. 4-stars

[Troy Lee · Rating 5 out of 5]

Amazing amazing book. As long as big companies dare to put down their past habits of doing things, tailoring their offering to customers will definitely lead them to success. This is an amazing book for anyone who is in the business of serving a customer - which is practically everyone working.

[Minwoo Kim · Rating 5 out of 5]

Become a customer-centric company is similar to be on the standpoint of God and see the world and THINK