Promises are not made to be broken, they’re made to keep. And customers will hold you to that promise, whether you verbalize it or not. In this special 25th episode, hostess Alicia Butler Pierre takes a deep dive into using customer-centricity to drive a company’s culture and performance. Using an example from her book, she describes how shifting from a focus on a revenue-oriented goal to a customer-oriented promise can be instrumental in developing processes that enhance customer experience without sacrificing quality, value or revenue.