Customer-Driven Change: What Your Customers Know, Your Employees Think, Your Managers Overlook

Customer-Driven Change: What Your Customers Know, Your Employees Think, Your Managers Overlook

by Bud Taylor

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All change theories and approaches agree on two essential ingredients: committed leaders and engaged employees. Most would say that if you have these, you will have successful change—but how do you get them in the first place? This is the point where change recipes often come up short. How do you encourage the commitment and engagement needed in your organization to survive reorganization, acquire a hostile competitor, establish a refreshed workforce strategy, or endure the necessary cutbacks during a recession? How do you get people out of their normal routine and involved in something bigger than themselves or their function? Customers, that’s how! By thinking about change from the customer’s point of view, you will create sustained commitment and engagement within your organization faster than with any other approach. By encouraging leaders and employees to adopt a cohesive perspective, you will unlock the world’s most powerful change strategy—uniting leaders and employees through their customers.

Product Details

ISBN-13: 9781612540061
Publisher: Brown Books Publishing Group
Publication date: 11/15/2011
Series: Customer Driven Change Series
Sold by: Barnes & Noble
Format: NOOK Book
Pages: 304
File size: 2 MB

About the Author

Bud Taylor is an accomplished author, speaker, and change consultant. After starting his career in Canada, Bud moved to Dallas for a leadership role in the organizational effectiveness practice at Watson Wyatt, a human resource consulting firm. He was later recruited by Deloitte to be its partner in charge of change management in the Southwest. Bud then became senior vice president and director of global consulting services for Synovate Loyalty, a specialty practice within Synovate, a customer research firm. It was at Synovate where Bud recognized the power of customer-driven change: the power of driving internal changes from the outside. Bud developed the principles of customer-driven change with marquee clients around the world, such as Whirlpool Corporation, Southern California Edison, Cardinal Health, Canadian Pacific, and the National Commercial Bank of Saudi Arabia.

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