BUILT TO WIN
Customer-centric companies put the customer at the center of all they do; they ensure that they make no decisions without first thinking of the customer and the impact that decision has on the customer. The customer is infused into everything they do.
Annette Franz refers to this as putting the “customer” in customer experience, which means that companies are taking the time to understand their customers and then using that understanding to design a better experience for them. Too often, companies believe they know what’s best for the customer and design an experience based on inside-out thinking, only to end up with customer frustration and dissatisfaction. Why? Because they really haven’t put the customer into the experience (design) at all.
But what does it take to ensure that the entire company adopts this mindset, this culture? In Built to Win, learn about the ten critical principles that form the foundation for building such a culture. Build the business with these principles in mind, and you will build to win. Win for the customer, win for the business.
INTERVIEWS ABOUT THE BOOK
Russel Lolacher: Built to Win – What It Takes To Be a Customer-Centric Organization
Bill Quiseng: Built to Win – Values Create Value
Shep Hyken via Forbes: Ten Principles to Create a Customer-Centric Company
Fitness + Technology podcast with Bryan O’Rourke: Understanding Customer Experience With Annette Franz
The Art of Customer Service podcast: How to Build a Customer-Centric Culture
Fireside Chats Without the Fires podcast: Built To Win, with Annette Franz
MarketCulture: Built to Win Book Launch Live Webinar with Annette Franz
Crack the Customer Code podcast: Annette Franz, Built to Win
All Things Considered CX with Bob Azman: Annette Franz, author, Built to Win
Amazing Business Radio with Shep Hyken: 10 Principles of Customer-Centricity – How Winning Organizations are Built
Relationships at Work: Building a People-First Culture at Work
SIMPLE Brand with Matt Lyles: Annette Franz – Built to Win: Designing a Customer-Centric Culture
Experience This! podcast with Dan Gingiss and Joey Coleman: Episode 158
Press 1 for Nick: Annette Franz, Author of Built to Win [Culture]
BOOST: Episode #2: EX Excellence
All About the Customer: How to Build a Company Culture That Puts the Customer at the Heart of Everything
LinkedIn Live (Rajat Chawla): Live with Annette
CX Pulse by NICE: Key Principles to Form a Customer-Centric Organization
Flip the Switch (EngageMint): How to Become Customer-Centric vs. Customer-Focused w/ Annette Franz