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The Customer Culture Imperative
Book

The Customer Culture Imperative

A Leader’s Guide to Driving Superior Performance

Linden Brown and Christopher Brown
McGraw-Hill, 2014

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Editorial Rating

8

Qualities

  • Applicable

Recommendation

Today’s businesses compete in a world of rapidly shifting customer preferences, crafty competitors, new technologies, volatile economies and daily disruptions – any of which can turn a firm’s world upside down. Marketing experts and father-son team Dr. Linden R. Brown and Chris L. Brown offer a realistic perspective, warning that firms can’t limit their focus to customers and must also watch and learn from their employees, competitors and society. getAbstract recommends this refreshingly wide view of customer engagement – including the need for committed, collaborative staff members and a willingness to view the business through multiple lenses – to leaders of companies of any size.

Take-Aways

  • The best companies know that what’s right for their customers is right for them as well.
  • A real “customer culture” emerges only when every person in the organization – every team, group and division – aligns around customer service.
  • Develop your ability to know what your customers want, now and in the future.

About the Authors

Father-and-son marketing experts Dr. Linden R. Brown, who heads a firm that measures the strength of corporate cultures, and Chris L. Brown, a consultant, live in Silicon Valley, CA.

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