The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance

by Linden Brown, Christopher Brown

Overview

What do Toyota, Apple, and Zappos have in common?
CUSTOMER-CENTRIC CULTURE

And now, with this research-based method, you can replicate their success with your business

Based on more than 60 studies and the authors’ three-year proprietary research project with more than 100 companies, The Customer Culture Imperative demonstrates that organizations exhibiting a strong "customer-centric culture" do, in fact, produce superior business performance. It provides diagnostic tools and a roadmap for effective implementation, designed to make cultural change concrete and actionable in any organization.

Dr. Linden R. Brown is chairman and co-founder of MarketCulture Strategies Inc.
Christopher Brown is the former marketing director for Hewlett-Packard for the South Pacific and is presently a Silicon Valley-based sales and marketing consultant.

Product Details

ISBN-13:	9780071821148
Publisher:	McGraw Hill LLC
Publication date:	01/10/2014
Pages:	336
Product dimensions:	6.20(w) x 9.00(h) x 1.30(d)

About the Author

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.

Table of Contents

Preface vii

Introduction xi

1 What's 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 Leader's Measurement and Action Guide 289

Notes 293

Index 311