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 book accompanies you on your journey to increased customer centricity Its unique approach enables you to strategically turn your organisation in to a customer-focused powerhouse, from the inside out<br /><br />Winning Customer Centricity will show you how to:<br />
<ul>
<li>Integrate customers into your comapny's very DNA, from strategy to infrastructure </li>
<li>Choose and connect with the right customers and build long-term relationships</li>
<li>Reinvent your brand to ignite and maintain customer demand and loyalty</li>
</ul>
<br />.... and a whole lot more<br /><br />Whether you're starting a new company, seeking to turn around one that's underperforming, or working to build upon a solid foundation. Winning Customer Centricity will help you to put your customers where they belong - at the very heart of your business. <br /><br /><em>Denyse Drummond Dunn is the founder, president and chief catalyst of C3Centricity, a global consultancy that helps businesses become more customer centric. She has held senior executive roles with Nestle, Gillette and Philip Morris International, and today provides strategic counsel to the executive teams of billion-dollar global brands.</em><br /><br />ISBN 978-2-9700998-0-2<br /><a href=Amazon ">
Winning Customer Centricity, by Denyse Drummond-Dunn
02-11-2015 10:45
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 book accompanies you on your journey to increased customer centricity Its unique approach enables you to strategically turn your organisation in to a customer-focused powerhouse, from the inside out

Winning Customer Centricity will show you how to:
  • Integrate customers into your comapny's very DNA, from strategy to infrastructure¬†
  • Choose and connect with the right customers and build long-term relationships
  • Reinvent your brand to ignite and maintain customer demand and loyalty

.... and a whole lot more

Whether you're starting a new company, seeking to turn around one that's underperforming, or working to build upon a solid foundation. Winning Customer Centricity will help you to put your customers where they belong - at the very heart of your business. 

Denyse Drummond Dunn is the founder, president and chief catalyst of C3Centricity, a global consultancy that helps businesses become more customer centric. She has held senior executive roles with Nestle, Gillette and Philip Morris International, and today provides strategic counsel to the executive teams of billion-dollar global brands.

ISBN 978-2-9700998-0-2
Amazon 
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 becom 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. Denyse makes it clear that having your customer at the heart of your organization is everyone's business.

The downside of the book is that it seems to aim more on bigger companies who are selling and/or producing goods instead of delivering services. Almost all examples and ideas seems to come from that angle. Does this mean that other people / companies do not need to read the book? No, they only need to be more creative in translating the examples and ideas to their own business.

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 more customer centric in my own line of business. I will definitely have the book to guide me in the next 50 weeks to be more customer centric, and probably will use it the year after as well.
Door Remco Broekmans op 02-11-2015 10:46 uur

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