Textbook in PDF format Prologue About the Authors Introduction A Renewed Sense of Corporate Purpose The Growth Opportunity of Our Time Solving the Paradox of Customer Centricity Reigniting a Reverence for Customers A Very Different Type of Company Becoming Better Versions of Themselves Helpfulness as an Organizing Principle A Case for Urgency The Logical Case: Meet Your Hyper-Empowered Customers The Financial Case: The Leaky Bucket Syndrome The Emotional Case: The End of Wow! Takeaways: A Fork in the Road Note Missing the Mark with Customers Customer Centricity to the Rescue? Creating Illusions of Loyalty Treating Customer Centricity as a Sideshow The Persistent Prevalence of Customer Pain Takeaways: Navigating Intricate Terrain The Customers-for-Life Imperative Highly Coveted and Extremely Valuable The Incentive: The CX Value Premium The Shift: Experiential Commerce The Reminder: All Stakeholders Matter The Obligation: The Customer’s Right to Reverence The Invitation: Welcome to My Life A Distinction That Is Earned, Never Given Takeaways: Reconciling an Ideological Disconnect Helpfulness as the Hero Helpfulness: The New TQM A New Primary Job to Be Done The Psychology of Helpfulness A Means to Overcome Positivity Bias The First Factor Among Equals Takeaways: Harness the Helpfulness Halo The Preference Payoff Becoming the Go-To Choice for Customers Takeaways: Creating Positive Vibes Introducing the Customer Excellence Enterprise Introducing the Customer Excellence Enterprise (CXE) Excellence in the Engine Room The New Standard of Business Core Attributes of the CXE Takeaways: Value Creation for All Helpfulness as an Operating System Reprogramming Leadership DNA Objective: Leaders Become the Principal Advocates for Customers Takeaways: Setting the Tone at the Top Resequencing Organizational DNA Objective: Make Customer Outcomes a Shared Accountability Takeaways: Make Customer Excellence an Organizational Habit Rewiring Operational DNA Objective: Modernize the Experience Delivery Factory Takeaways: Intervene through Improvements and Innovations Reimagining Commercial DNA Objective: Deliver Excellence across the Customer Life Cycle Takeaways: Establish a Win-Win Proposition with Customers Meeting Customers Where They Are Objective: Improve the Lives of as Many Humans as Possible Bringing Customer Excellence to Citizen Experiences: Doing Better for Citizens Making Health Care Experiences More Human: From Compliance to Empathy Bringing Customer Excellence to the Fan Experience: Creating Memorable Moments Contributing to the Collective Well-Being Takeaways: There are No Free Passes Getting Started: The Case for Urgency Objective: Identify and Overcome Barriers to Change Resistance to Change: A Cautionary Tale Where to Start the Journey? Crafting the Case for Urgency Takeaways: A Journey Worth Taking Epilogue References Further Reading Acknowledgments Index