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Title: Winning Customer Centricity
Subtitle: Putting Customers at the Heart of Your Business - One Day at a Time
Author: Denyse Drummond-Dunn
Narrator: Denyse Drummond-Dunn
Format: Unabridged
Length: 2 hrs and 55 mins
Language: English
Release date: 10-30-15
Publisher: C3Centricity
Ratings: 2 of 5 out of 1 votes
Genres: Business, Marketing
Publisher's Summary:
Customer centricity isn't just a goal or buzzword; it's a make-or-break necessity for succeeding in business today. In fifty short chapters (one for each week of the year), this audiobook accompanies you on your journey to increased customer centricity.
Its unique approach enables you to strategically turn your organization into a customer-focused powerhouse, from the inside out. Winning Customer Centricitywill show you how to:
©2015 C3Centricity (P)2015 C3Centricity
Critic Reviews:
A must read for today's and tomorrow's marketeers.
-- Paul Polman, CEO Unilever
Her advice will do wonders for your company and your clients.
--Professor Dominique Turpin, President IMD
This book will give you some personal epiphanies on your journey to truly knowing who your customers are.
-- Martyn Etherington, CMO Mitel
A must read for organizations ready and willing to put the customer needs at the core of business decisions.
-- David Armano, Global Strategy Director, Edelman Digital
If you're in business today, Denyse's book is a must-have.
-- Anita Williams Weinberg, CEO VerbStudios
Members Reviews:
For me reading the book in just 2 days it gave me enough information for this review and get already some ideas of how to be mor
The introduction state that this book is a guide for your journey to winning customer centricity. Which actually is a good description of the use of the book. It is also said that the intention of this book is not to finish it in one go but take one chapter a week, which I did not because I wanted to write this review. It is however a smart thing to do if you really want to become a Customer centric organization.
All chapters have a similar set up with a quote, an objective, an action, examples and ideas accompanied by a small picture. The chapters are also grouped into 4 groups being Customer, Company, Products & Services and Processes. The consistency of the chapters and the grouping will help the reader to use the book as a guide instead of just a book.
The good thing on this book is that it really guides you in small steps to be more aware of your customer and put the customer in the heart of your organization and processes. The reader is supposed to read one chapter a week and give himself an objective for that week. It starts "simple" to be aware of your customer and know the customer, throughout the entire organization. Next phase is to give the customer a place in your organization in vision and strategy. The gained knowledge from the customer and the insights needs to be incorporated into the products and services you deliver. Last chapter is all on measuring, innovating and branding your products & services to the customer. Each group of chapters has a summary which actually is a checklist to measure if you reached all your objectives the past weeks .
The objectives are all small enough to be met within a week. I guess the hard part is to be go for just one objective per week and not overdo it. It make sense to go in small steps because Denyse wants the reader to live for their customers. I do think it is the best if the book is used by a group of people within the same company representing different business areas, this might be the management team. This is not the book for marketing department alone.
