Summary:
The book provides a strategic framework for businesses to create a customer-centric culture by appointing a Chief Customer Officer (CCO) who leads the effort to align the organization's operations with customer needs. It offers practical advice, tools, and case studies to help leaders drive growth through systematic understanding and enhancement of the customer experience.
Key points:
1. Customer-Centric Growth: Prioritize long-term customer relationships over short-term profits for sustainable growth.
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