Reframe New Beliefs

Sandra Vandermerwe

Chapter Breakthrough 2 in Breaking Through, 2014, pp 41-73 from Palgrave Macmillan

Abstract: Abstract The leader needs to frame new beliefs about success, show how these are different from those currently held and more relevant for enduring growth. Beliefs that are strategic and contemporary, and embed higher purpose, attract the correct customers, employees and investors, and form the basis for all changed thinking, which gets the enterprise from product to customer centricity. Central to this is customer ‘lock-on’, where the customer voluntarily wants the enterprise as its sole or main choice permanently. How to attain this, on an ongoing basis, is at the heart of customer centricity, and its rewards are lasting.

Keywords: High Purpose; Loyalty Programme; Product Logic; Customer Experience; Customer Engagement (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-137-39551-1_3

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DOI: 10.1057/9781137395511_3

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