Now, more than ever, customers are the ultimate reason organisations exists. But many leaders and their organisation are not ready for the next era of business: the Customer-Led Revolution. ‘The Customer-Led Revolution’ is leading the charge for CEOs, CCOs and business leaders tasked with making their organisation more customer-led. The old ways of traditional customer service no longer work, with customers demanding more and more of the businesses who serve them. With no clear path at hand, many leaders are struggling to embrace the evolution of their customers and are failing to set themselves and their teams up for success. The Customer Era is relatively new and is rife with slippery slopes and resource-sapping solutions. This book provides a clear roadmap for business leaders taking them through the challenges, pushback and hurdles that exist when creating a truly customer-led organisation. Having worked with global brands and organisations around the world, Sueanne Carr and Peter Turner use their own Customer Strategy Framework based on over 50 years of combined experience to identify the nine core competencies world-leading organisations display that make them truly customer-led and therefore truly and sustainably successful.
This book will help business leaders:
• Navigate the rocky path of becoming truly Customer-led.
• Get their teams engaged to truly understanding who their customers are.
• Create a customer-led vision and culture.
• Map their customer journey.
‘The Customer-Led Revolution’ is the answer for those business leaders who want to create a truly customer-led organisation, but don't quite know how or where to start.
