Cult of the Service Excellence: How to Build a Truly Customer Centric

In a quest to maintain market position and improve profits in today's fast-paced, competitive market place, organisations need to become more and more customer driven. A customer-driven organisation maintains a base of loyal customers by recognising that customer service and product quality are fundamental to maintaining a competitive advantage. These organisations have incredibly strong, inspirational and charismatic leaders with strong culture and behavioural norms or even rules that guide everyone how to function within the organization. They think that their way is the only way! This book explains how the environment and culture created in some of the world's greatest customer-focused companies resembles the mindset created by a cult. It is by understanding the "anatomy" of such companies that we, too, can embark upon a journey of customer excellence within our companies. AUTHOR: Oke Eleazu, is the Managing Director of the consulting company, Think Outside In. Oke has held several senior roles in major organisations all centered on improving the experience of customers, most recently as Director of Customer Service Strategy for Sainsbury's. SELLING POINTS: . The essential guide to achieving devout and loyal customers . In today's highly competitive economy, organizations need to focus on being customer-driven . Based on the author's extensive experience, the book explains how to build a customer-driven culture . Insightful analyses on what makes customer-driven organisations really tick . Author is an excellent self-promoter extensive coverage in business media and social platforms