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    Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business
    Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business
    Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business
    Ebook253 pages2 hours

    Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business

    By Annette Franz

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    About this ebook

    The definitive guide to deliberately designing a customer-centric organization.

    In today’s oversaturated business environment, it can be a challenge to stand out from the crowd. With everyone playing the same digital game, how do you gain an edge on your competition and keep your customers coming back?

    For CX Journey Inc. founder and CEO Annette Franz, the answer is simple: create a world-class customer experience on the foundation of a customer-centric culture. With her new book Built to Win: Designing a Customer-Centric Culture That Drives Value For Your Business, Annette implores leaders to transform their existing company culture and rebuild it in every way around the needs of their customers (while putting employees first).

    A customer-centric culture is one in which the customer’s needs and perspectives are woven into the fabric of the organization. They are, literally, at the center of every decision, conversation, action, process, and strategy. The book includes case studies and examples from leading brands, including Hubspot, Airbnb, Starbucks, WD-40, and Delta Airlines.

    An essential book for the new business landscape, Annette’s work gives modern leaders the principles, wisdom, and confidence to take back control of their company’s fate, one customer at a time.

    LanguageEnglish
    PublisherAdvantage Media Group
    Release dateMar 22, 2022
    ISBN9798891881433
    Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business
    Author

    Annette Franz

    ANNETTE FRANZ, CCXP, is an internationally recognized customer experience thought leader, coach, keynote speaker, and author. With thirty years in the customer experience profession, Annette is founder and CEO of CX Journey Inc., a customer experience consultancy with a mission of helping companies put the "customer" in customer experience by building the right foundation, doing the work to understand employees and customers, identifying what pain points and problems they are trying to solve for, and then turning that information into an experience that drives value, satisfaction, engagement, and retention.

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      Built to Win - Annette Franz

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