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The Customer-Centric You: Making Customers the Focus of Everything You Do [Paperback]

Stephen Hewett
5.0 out of 5 stars  See all reviews (3 customer reviews)
RRP: 14.99
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Book Description

21 Feb 2011
One of the world's leading experts in the new discipline of 'customer-centricity' explains how it works - and shows how it can revolutionise both business and personal performance. Most businesses today understand the importance of listening to their customers - but not many have grasped the potential of actually reorganising their entire business to focus on customers in everything they do. Packed with real-life case studies, insights and checklists, this book provides readers with a practical guide to implementing customer-centricity throughout their business and personal lives. The message to readers: this book will transform your business performance, and take your career to a new level. More than just a business guide, this book shows readers how they can radically improve personal performance in many other aspects of their lives, too. Foreword by Mark Price, MD of Waitrose

Frequently Bought Together

The Customer-Centric You: Making Customers the Focus of Everything You Do + Customers Are The Agenda: A Practical Guide to Customer-centric Management + Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process (Jossey-Bass Business & Management)
Price For All Three: 51.37

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Product details

  • Paperback: 240 pages
  • Publisher: Management Books 2000 Ltd (21 Feb 2011)
  • Language: English
  • ISBN-10: 1852526726
  • ISBN-13: 978-1852526726
  • Product Dimensions: 14.9 x 21 cm
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (3 customer reviews)
  • Amazon Bestsellers Rank: 495,062 in Books (See Top 100 in Books)

More About the Author

Stephen Hewett is founding Partner at Vantage Partners and an associate partner with top consulting firm Charteris Plc. He is a Fellow of the Institute of Consulting. Stephen's extensive work with commercial clients and with Central and Local Government has given him experience in a wide variety of industry sectors. Stephen formed Vantage Partners in September 2011, having worked for Charteris for 12 years. before that he worked at John Lewis, where he was Development Manager, Research & Expansion. Before that Stephen enjoyed a career in aviation, where he held both management and flying roles. Stephen lives in Buckinghamshire with his wife Carolyn and two quite mad black labs. As well as his passion for business and the customer he is a keen reader of Science Fiction and a poor, but enthusiastic amateur photographer.

Product Description

About the Author

Stephen Hewett is Head of Customer Centric Business Consulting at top consulting firm Charteris Plc. His extensive work with commercial clients and with Central and Local Government has given him experience in a wide variety of industry sectors. Stephen joined Charteris in October 2000 from John Lewis Plc, where he was Development Manager, Research & Expansion.

Inside This Book (Learn More)
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Front Cover | Copyright | Table of Contents | Excerpt | Index
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Most Helpful Customer Reviews
1 of 1 people found the following review helpful
By SG
Format:Paperback
Having always believed in the 'power' customers have in today's market, I was immediately drawn to to the title and topic of this book. I'm very happy to say it exceeded my expectations. Some may classify it as 'business' reading, but as Stephen talks about in his book, we shouldn't separate our business from our personal persona. And on that note, the principles described here provided me with both a business and personal reading.

Stephen put into words, tangible examples and explanation, what I was never quite able to express. I particularly enjoyed reading Stephen's thoughts on the following (and I'm paraphrasing according to my interpretation):
- Breaking the bounderies around the true definition of "customers"
- The (what should be) universal principle of the importance of achieving success by thinking of the agenda of others (when others aren't just those who are close to us; including strangers).
- How customer centricity isn't about a 'policy' established by organisations; but delivered by the PEOPLE who work in an organisation.
- The need to understand the difference between what customers want and need and use this understanding to know what to offer to customers at the right time.
- The evolution of customer centricity
- The delightful examples of customer centricity being delivered in the public and private sector
- The tangible approach for delivering customer centricity

Definitely a must read!
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Format:Paperback
This is an atypical business book in that the author takes lessons from a wide spectrum of sources, including the works of Charles Dickens, Hollywood films and Louis Armstrong singing 'What a Wonderful World'! With such a diverse collection of sources, Stephen Hewett brings his subject to life and illustrates his points in a wonderfully original style throughout.

One thing that is clear throughout the book is the author's passion for his subject and his belief that Customer-centricity starts at home. It's not just a collection of tick boxes in a business, it's about an attitude that you carry into your personal as well as your professional life.
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Format:Paperback
I found the book a fascinating read from cover to cover, but it can also be used a reference book, spelling out essential guidance for developing and maintaining a customer focus in all that you do.

The book is an excellent synthesis of history, prominent business leaders views on the subject, management consulting academia, views, film and TV examples of customer centricity in action and practical application of the ideas through case studies.

One of the key learnings for me was to understand what customers are really buying - not just products and services but the whole experience and psychology involved.

The book can be read as a guide to excelling at customer centricity, yes, but also as a self development book - applying the knowledge to our personal lives and treating everyone in our lives as customers.

All in all, an excellent read and one which I strongly recommend.

Graham S
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