Customer at the Heart
How B2B Leaders Build Successful Customer-Centric Organisations
Could a business leader learn anything about customer centricity from 15 senior executives who have been there and done that?
John O’Connor and Peter Whitelaw are both experienced business leaders in their own right. They have not only shared their own considerable knowledge about customer experience, but they have enticed business leaders from across Europe and Australia to be interviewed on how their organisations have changed their culture – positioning their customers at the heart of their organisation.
This book, targeted at C-suite leaders, is about how to do it. It includes topics that cover how to lead a customer centricity transformation, developing the strategy, tactics and execution of a customer centricity project and how to change the culture. The results for companies who have followed this guidance are remarkable.
John O’Connor is the CEO of the European B2B customer experience (CX) company Deep-Insight. John has 30 years of experience in customer management. Prior to Deep-Insight, John was an Associate Partner with Accenture in London and led its CX practice in Dublin. John holds an engineering degree from Trinity College Dublin and an MBA from the London Business School. John has advised the senior management of Atos, BT, BUPA, Hitachi, QBE, Toll Group, Renault, Serco, Suncorp and VISA on their CX strategies.
Peter Whitelaw is an Australian consultant providing customer relationship assessments, customer centricity guidance and change management services. Peter has a background in engineering, sales and general management with Hewlett Packard, Tektronix and Optus Communications. For 11 years he was CEO of project and change management training and consulting company Rational Management, training thousands of managers across the world. In recent years he has been lead consultant on several change management and customer centricity projects for both commercial and government organisations.
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