Could a business leader learn anything about customer centricity from 15 senior executives who have been there and done that?
John O’Connor and Peter Whitelaw are both experienced business leaders in their own right. They have not only shared their own considerable knowledge about customer experience, but they have enticed business leaders from across Europe and Australia to be interviewed on how their organisations have changed their culture – positioning their customers at the heart of their organisation.
This book, targeted at C-suite leaders, is about how to do it. The results for companies who have followed this guidance are remarkable.
The book covers the 4 phases of creating a customer-centric organisation:
✔ Leadership – the vital role of the Executive Team in leading transformation and being totally committed
✔ Strategy – setting the purpose of customer centricity for the organisation aligning with the corporate strategy
✔ Execution – defining the tactics for delivering a customer centricity project – we recommend running it as a proper project
✔ Culture – actually causing culture change that will transform the organisation towards becoming customer centricity
It includes a Foreword by Gavin Patterson(BT Group) and interviews with executives from AEMO, Atos, Australia Post, BTGroup, BT Ireland, Daft.ie, eBay, Galliford Try, Manchester City Council, Peoplebank, Santander, Telstra, Toll Group.
★ John O’Connor is the CEO of the European B2B customer experience company Deep-Insight. John has advised the senior management of Atos, BT, BUPA, Hitachi, QBE, Toll Group, Renault, Serco, Suncorp and VISA on their CX strategies
★ Peter Whitelaw is consultant providing customer relationship assessments, customer centricity guidance and change management services. Peter's background is in engineering, sales and general management with Hewlett Packard, Tektronix and Optus Communications