A Customer-Obsessed Culture

Chezy Ofir and Nadav Goldschmidt

Chapter 6 in Customer Xperience Leadership:A Blueprint to Maximize Performance, 2024, pp 67-79 from World Scientific Publishing Co. Pte. Ltd.

Abstract: A customer-obsessed culture (COC) is a set of values that determines the mindset, beliefs, and behaviors of all the company’s layers — from the board of directors to senior executives, managers, all the way to employees. Only when everyone in the organization believes that “customers come first” and embraces this belief, that delivering great experiences is possible…

Keywords: Customer Experience; Service-Leadership; Service-Related Technology (IOT; AI; AR); Hyper-Personalization; Customer Profitability; Measuring Experiences; Customer Journey; Customer Analytics; Human-experience; Self-Service (search for similar items in EconPapers)
JEL-codes: M1 M31 (search for similar items in EconPapers)
Date: 2024
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