Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business

by Annette Franz

Overview

Build a winning organization rooted in ten foundational principles that ensure you drive value for customers and for the business.
Customer-centric companies put the customer at the center of all they do; they ensure that they make no decisions without first thinking of the customer and the impact that decision has on her.
Annette Franz refers to this as putting the "customer" in customer experience, which means that companies are taking the time to understand who they are and then using that understanding to design a better experience for them. Too often, companies believe they know what's best for the customer and design an experience based on inside-out thinking, only to end up creating frustration and dissatisfaction. Why? Because they haven't really put the customer into the experience (design) at all.

But what does it take to ensure that the entire company adopts this mindset, this culture? In Built to Win, learn about the ten critical principles that form the foundation for building such a culture. Build the business with these principles in mind, and you will build to win. Win for the customer, win for the business.

Product Details

ISBN-13:	9781642253221
Publisher:	Advantage Media Group
Publication date:	03/22/2022
Pages:	232
Sales rank:	460,685
Product dimensions:	6.00(w) x 9.00(h) x 0.49(d)

About the Author

ANNETTE FRANZ, CCXP, is an internationally recognized customer experience thought leader, coach, keynote speaker, and author. With thirty years in the customer experience profession, Annette is founder and CEO of CX Journey Inc., a customer experience consultancy with a mission of helping companies put the "customer" in customer experience by building the right foundation, doing the work to understand employees and customers, identifying what pain points and problems they are trying to solve for, and then turning that information into an experience that drives value, satisfaction, engagement, and retention.

Table of Contents

Foreword Acknowledgments About the Author Introduction What Is Customer-Centricity? Change Is Hard—But You Got This Principle 1—Culture Is the Foundation Principle 2—Leadership Commitment and Alignment Are Critical to Success Principle 3—Employees More First Principle 4—People before Products Principle 5—People before Profits Principle 6—People before Metrics Principle 7—Customer Understanding Principle 8—Governance Bridges Organizational Gaps Principle 9—Outside In versus Inside Out Principle 10—Forget the Golden Rule Linking Culture to Outcomes A Letter to CEOs