Customer-Centric Leadership: 8 Principles for a Customer-Centric Culture

by Sydney Brouwer, Joanna Booth (Editor), Bodei Brouwer (Translator)

Every organization is aware of the importance of customer-centricity. Delivering a great customer experience is a priority for many companies. To achieve this, all sorts of methods are used to take the customer experience to the next level. However, too little attention is paid to one key leadership.In this book, Sydney Brouwer links customer-centricity and leadership. He zooms in on the role of the leader. After all, as a leader you are responsible for creating a culture that encourages everyone to understand and act on the interest of the customer. What should a leader do to make customer experience a priority for everyone in the organization? How can he enable and encourage customer-centric behavior? By using inspiring cases and examples from companies like Disney, citizenM and BMW, Sydney takes you on a journey along eight principles that will help leaders build a customer-centric culture. A culture that creates enthusiastic customers and employees.

192 pages, Paperback

Published March 10, 2019

Reviews

[Kees Cath · Rating 5 out of 5]

Heartfelt book, with personal experiences touching upon what it means to be a customer in these dark service-less days. The tone and cadence of the book is reads like a Dickens novel, with common sense strengthened by theory and knowledge. I don’t know much about management, public speaking or customer service but I do know one thing: Go and buy Sydney Brouwers, groundbreaking book. No really!

[Marie Parent · Rating 4 out of 5]

Interesting reading if you want to know more about customer centricity and more specifically about how leaders can be and inspire others to be customer centric in order to creat a customer centric culture.