A Leader's Guide to Building a Customer-centric Culture That Drives Superior Performance
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Köp båda 2 för 564 krCompetitive Marketing Strategy for Europe is unique in its application of strategy concepts to European business. It studies the competitive positions of companies and shows how those positions can be changed through successfully applying the conc...
"Linden and Chris Brown have written the best book on what it takes to build a genuine customer culture in an organization. Their framework and their stories will inspire you to take the next step." -- Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing at the Kellogg School of Management at Northwestern University. "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, Geoffrey T. Boisi Professor of Marketing and Co-Director of the Mack Institute for Innovation Management, Wharton, University of Pennsylvania. "Creating unique customer engagements is an essential ingredient of the 'Starbucks Experience.' Crafting an authentic culture is essential to insuring that all employees consistently execute and innovate the highest quality customer experience. Linden and Chris provide a unique framework and road map to build this culture within large and small organizations." -- Arthur Rubinfeld, chief creative officer and president, Global Innovation and Evolution Fresh Retail, Starbucks.
Dr. Linden R. Brown is chairman and cofounderof MarketCulture Strategies Inc., a Silicon Valleycompany focused on measuring the level of customercentriccultures of organizations and the associated risks and opportunities. He coauthored, with Kellogg Professor Philip Kotler, the latest edition of the number one selling Australian university textbook, Marketing. Chris L. Brown is the former marketing directorfor Hewlett-Packard for the South Pacific includingAustralia. He is now a Silicon Valley-based management consultant.
Preface vii
Introduction xi
1 Whats Best for the Customer Is Best for the Business 1
2 Customers Rules 37
3 Customer-Inspired Innovation 57
4 Relentless Positioning 75
5 Competing for the Future 97
6 Tectonic Shifts 115
7 The New Math: 1 + 1 = 3 or 4 or even 10 141
8 How Leaders Get Their Ducks in a Row 161
9 How to Make It Happen 185
10 Leaving a Legacy 243
11 Will You Be Ready? 265
Appendix 1: The Research Program 273
Appendix 2: Customer Culture: A LeadersMeasurement and Action Guide 289
Notes 293
Index 311