In last week's post I shared that, in order to get your entire organization thinking differently, you’ve got to first know and embrace the principles and the practices of customer-centricity, and you’ve got to ensure that everyone remains aligned to achieve the desired outcomes of designing such an organization. In that post, I outlined the first five of the ten principles of customer-centricity that I wrote about in my latest book, Built to Win: Designing a Customer-Centric Culture That ...
