book, Customer Mania: It's Never Too Late to Build a Customer-Focused Company. From what I read, it looks like a good book. The book goes into detail on four key steps to building a customer focused company:
1. Set your sights on the right target - be the "Provider of Choice" to your customers, be the "Employer of Choice", be the "Investment of Choice", and have a compelling vision that is shared by everyone in the organization.
2. Treat customers the right way - determine the experience you want customers to have, listen to what your customers want, and implement an organizational structure so that your customer contact people are at the top
3. Treat employees the right way - effectively recruit and hire good people, recognize employees on a day-to-day business, and be active in helping your employees plan their career with your company
4. Build the right kind of leadership - being a leader is about serving the vision and the people who will make it come alive
The book is only $12.97 at Amazon.com (vs. $19.95 at the bookstore)...
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