The book Customer orientation: changing your company’s DNA

Summary : Only the creation of a genuine customer culture will help your company transform and gain a sustainable competitive advantage. It may help your company survive! The reason why customer culture issues are such a preoccupation for general managers and executives today is that they realize you can’t transform an organization simply by introducing standards, processes, and KPIs. It’s the very culture of the company that’s at stake.

The only companies that have succeeded in refocusing customers in this way have done so by tackling not only the beliefs and values shared within their organization. They have also addressed the rites, myths, and habits, and so on. In view of the many misunderstandings about what a genuine customer orientation actually is, the authors were keen to provide a roadmap. This roadmap includes eight commandments of customer culture and shares its levers in detail.

Among other things, this makes it possible to finally measure it with COS COMPANY, a scientific tool for measuring a company’s degree of customer orientation. The aim is to manage customer culture more effectively. It helps to detect where and on what to act first. It provides the tools to know how to go about it.

A user’s guide to customer orientation, this book provides a clearer vision of what customer orientation is. It explains how to assess it. It also helps to avoid the many pitfalls of any cultural transformation. Moreover, it explains how to change your company’s DNA to be stronger in the long term. This book, written by COS SYSTEM founders Guillaume Antonietti and Daniel Ray, is available on Amazon, Fnac, Cultura, and Decitre.

This book, written by COS SYSTEM founders Guillaume Antonietti and Daniel Ray, is available on Amazon, Fnac, Cultura and Decitre.