Customer What?

Part practice handbook, part novel, part therapy, Customer What? is divided into four sections – each contains an overview of what needs doing; a set of practical activities and approaches to help you do it; and a story or two to illuminate your path.

The fundamentals – essentials for success.

Culture – connecting people to the strategy, and creating the right conditions for action.

Making it happen – tools and tactics for delivering the strategy.

Sustaining – continuously advocating for change.

This book will help you understand where you are now, and find the right way to move forward.