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The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance Hardcover – 16 Feb 2014


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Product details

  • Hardcover: 336 pages
  • Publisher: McGraw-Hill Education (16 Feb. 2014)
  • Language: English
  • ISBN-10: 0071821147
  • ISBN-13: 978-0071821148
  • Product Dimensions: 11.2 x 1.8 x 27.2 cm
  • Average Customer Review: Be the first to review this item
  • Amazon Bestsellers Rank: 173,558 in Books (See Top 100 in Books)
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Product description

Review

"Linden and Chris Brown have written the best book on what it takes to build a genuine customer culture in an organization. Their framework and their stories will inspire you to take the next step." -- Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing at the Kellogg School of Management at Northwestern University. "A customer-focused culture is a powerful competitive advantage. This book will show you how to diagnose the level of a customer culture and then make the leadership moves to raise this level." -- George Day, Geoffrey T. Boisi Professor of Marketing and Co-Director of the Mack Institute for Innovation Management, Wharton, University of Pennsylvania. "Creating unique customer engagements is an essential ingredient of the 'Starbucks Experience.' Crafting an authentic culture is essential to insuring that all employees consistently execute and innovate the highest quality customer experience. Linden and Chris provide a unique framework and road map to build this culture within large and small organizations." -- Arthur Rubinfeld, chief creative officer and president, Global Innovation and Evolution Fresh Retail, Starbucks.

About the Author

Dr. Linden R. Brown is chairman and cofounder of MarketCulture Strategies Inc., a Silicon Valley company focused on measuring the level of customercentric cultures of organizations and the associated risks and opportunities. He coauthored, with Kellogg Professor Philip Kotler, the latest edition of the number one selling Australian university textbook, Marketing. Chris L. Brown is the former marketing director for Hewlett-Packard for the South Pacific including Australia. He is now a Silicon Valley-based management consultant.


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Amazon.com: 4.8 out of 5 stars 16 reviews
Kevin Foley
5.0 out of 5 starsA very important book that explains how to achieve superior business performance with truly new insights on what it means to be
26 January 2014 - Published on Amazon.com
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10 people found this helpful.
David C.
5.0 out of 5 starsBest of all, it's 100% implementable.
25 April 2016 - Published on Amazon.com
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25 February 2015 - Published on Amazon.com
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Shellen
5.0 out of 5 starsExcellent Resource for Business Leaders
7 January 2014 - Published on Amazon.com
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