The Customer Is Ceo: How to Measure What Your Customers Want-And Make Sure They Get It

Being a customer-centered company means a lot more than simply measuring customer satisfaction. It means focusing all assets and decisions on the customer's wants and needs. In other words, treating them like top dog.

The Customer Is CEO supplies a framework for shifting to a strategic new customer focus. It will enable executives and managers to:

** evaluate where they are now
** determine what functional departments, like human resources, finance, production, and plant operations, need to be doing to become more customer-focused
** craft a compelling vision statement for the company
** relate customer satisfaction to quality, reengineering, the learning organization, teamwork, leadership -- and more!

Forler Massnick (Wayzata, MN) is the founder and president of Customer Inc., a consulting firm specializing in customer satisfaction measurement. He has been a vice president at four Fortune 500 companies and has worked with clients in the areas of marketing, strategic planning, communications, and finance.