Summary of The Customer Culture Imperative

A Leader’s Guide to Driving Superior Performance

McGraw-Hill, more...

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The Customer Culture Imperative book summary
A modern, realistic view of customer service.


8 Overall

9 Applicability

6 Innovation

8 Style


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.

In this summary, you will learn

  • Why enduring organization focus first on their customers and
  • Why you also need to learn from your staff, competitors and society; and
  • Which disciplines drive a lasting customer-centric culture.


Let The Customer Lead
Nothing you can do for your business matters more than developing a customer-centric culture. Customer culture rests on the belief of every person in your organization that when customers win, you win. Holding on to this value requires fortitude, discipline and a ...
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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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