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

Brouwer, Sydney

Softcover

ISBN 10: 9090315667 ISBN 13: 9789090315669

Publisher: Sydney Brouwer, 2019

Synopsis

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.

Edition details

• Publisher: Sydney Brouwer
• Publication date: 2019
• Language: English
• ISBN 10: 9090315667
• ISBN 13: 9789090315669
• Binding: Paperback
• Number of pages: 192
• Editor: Booth Joanna