Customer-centric leadership : 8 principles for a customer-centric culture / Sydney Brouwer ; traducción de Bodie Brouwer.

Incluye bibliografía (187-189)

1. Customer-centric leadership: the key to a legendary customer experience ; 2. Principle one: Customer centricity, don't do it for the money ; 3. Principle two: dare to choose for the customer ; 4. Principle three: be an icon of customer centricity ; 5. Principle four: find and shape the DNA ; 6. Principle five: build a customer-centric team ; 7. Principle six: Flip the pyramid ; 8. Principle seven: use stories, rituals, and symbols ; 9. Principle eight: measuring what makes the difference ; 10. Before you get started.

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. Contraportada.

Título original : Klantgericht leiderschap : 8 principes voor een klantgerichte cultuur.