The Customer Culture Imperative
A Leader's Guide to Driving Superior Performance
For the first time, this groundbreaking guide unlocks the secrets used by Amazon, Virgin, Apple, Starbucks, and salesforce.com.
The Customer Culture Imperative creates a guide for success based on 3 years of scientific study drawing insights from more than 100 businesses to identify the key disciplines crucial to any business that wants to remain relevant today and in the future.
The book describes the disciplines any business can develop to improve their business performance and was the basis for our unique Customer-Obsessed Culture Assessment, the Market Responsiveness Index.
Praise for the Book:
"This book captures the essence of how to create a sustainable customer culture, a vital ingredient in any successful business.”
—Tony Collins, CEO, VIRGIN Trains
"Creating unique customer engagements is an essential ingredient of the ‘Starbucks Experience’. Crafting an authentic culture is essential to ensuring that all employees consistently execute and innovate the highest quality customer experience. Linden and Chris provide a unique framework and roadmap to build this culture within large and small organizations.”
—Arthur Rubinfeld, Chief Creative Officer 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, CEO, TELSTRA
"A customer-focused culture is a powerful competitive advantage. This book will show you how to diagnose the level of a customer culture and then make the leadership moves to raise this level.”
—George Day, Professor, WHARTON University