Customer-Committed

This book demonstrates why companies must establish and maintain a new – customer-committed – culture and how this transformation can be achieved.

A unique customer experience has never been as critical to success as it is today. Many companies are therefore focusing on customer-oriented processes and the collection of valuable customer data. However, customers are more than just the sum of their data. Special brand experiences and genuine wow moments almost always arise from empathy, a personal touch, or the famous extra mile that employees go for their customers. Mathias Weber vividly illustrates how genuine customer commitment can be achieved in companies and provides the essential tools and measures.

With best practice examples from Porsche, Mobiliar, and Miele.

The Content

• Customer experience makes the difference
• Strategy: Establishing the foundation of a customer-committed organization
• Implementation: Shaping the transformation to a customer-committed organization
• Creating customer-committed experiences
• Customer-committed brands – Best practice examples
• Summary and action needs

The Author

Mathias Weber is a partner at G&P Brand Consultancy in Munich. For over 18 years, he has been helping companies become more successful in the long term by building customer-committed and desirable brands. His clients include companies such as BMW Group, Porsche AG, and Bosch Siemens Hausgeräte, as well as medium-sized enterprises and hidden champions in the German-speaking region. In addition, he works as a lecturer at universities.

The translation was done with the help of artificial intelligence. A subsequent human revision was done primarily in terms of content.

This book is a translation of an original German edition. The translation was done with the help of artificial intelligence (machine translation by the service DeepL.com). A subsequent human revision was done primarily in terms of content, so that the book will read stylistically differently from a conventional translation.