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Customer Driven Change
Change is inevitable as we emerge from the financial crisis that threw us into recession. While corporations have protected their balance sheets and held onto cash, they now have to win their customers back. To do this they must first drive their employees from their current state of apprehension to a future that is even less certain. How leaders will make the biggest transition they have ever faced is by focusing outside, by being aware of what their customers know. Bud Taylor, author of Customer Driven Change (Brown Books 2009), advocates that change is meant to be fun, not frightening. He believes that when companies know what their customers know, they will know what to do to keep their organizations relevant and healthy. When change occurs from the outside-in, two wonderful things happen: managers become committed to the change and employees engage in it. A former partner at Deloitte, Bud developed the principles of customer-driven change with marquee clients around the world like Microsoft Europe, Whirlpool Corporation, Cardinal Health, Sony Electronics, Toyota, Canadian Pacific, the Oversea Chinese Banking Corporation, and the National Commercial Bank of Saudi Arabia. Bud uses his expertise to emphasize the importance of customer-driven change in today’s tumultuous business environment. "We’re coming out of a recession that has been largely caused by short-term profits. We lost sight of why we’re in business, and that’s to serve customers," he says. "Business has to rebuild public confidence, and the fastest way to do that is to transform with customers as the number one goal." Customer-Driven Change starts with a strategic understanding of: change, business strategy, and the values that drive organizations. The book then offers a full set of practical tips—from using innovation to uncover what needs to change in an organization to providing tools to facilitate the transformation. The result is a roadmap to how organizations change by passionately creating loyal customers for life.
Product Details
This book is available direct from the publisher, Brown Books Publishing Group, at www.customerdrivenchange.com, and also from Amazon.com and other fine booksellers. |
