COS

NEWS

Summary: Only the creation of a genuine customer culture will help your company transform and gain a sustainable competitive advantage – or at least survive! The reason why customer culture issues are such a preoccupation for general managers and executives today is that they realize that 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, but also the rites, myths, 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 with eight commandments of customer culture, and to share 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 be able to manage customer culture more effectively, and to detect where and on what to act first, with 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, how to assess it, how to avoid the many pitfalls of any cultural transformation, and 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.