Chapter 14
Producing a Customer-Centric Culture: An Implementation Strategy
The way to get started is to quit talking and begin doing.
Walt Disney
Over the course of our consulting careers, we have worked in a cross-section of industries, both nationally and internationally, with differing internal structures as well as varying numbers of locations and workforce populations. In the majority of these cases, the organizational leaders understood that establishing and sustaining a customer-centric culture required a long-term commitment and that every phase of the process must be well planned and well executed.
What is disturbing, however, is the ...
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