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For CMO Professionals

Five Secrets Of Customer-Obsessed Cultures

How Customer-Obsessed Companies Bring Their Values To Life

June 6, 2016


  • By David K. Johnson,
  • Samuel Stern
  • with Michelle Moorehead,
  • Anna Berman,
  • Kara Hartig

Why Read This Report

For most companies, customer focus is just talk. What separates customer experience (CX) leaders from laggards is not their stated commitment to customers. It's instead their follow-through on that commitment. CX leaders also provide specific guidance that helps all employees act in customer-obsessed ways. This report details how CX leaders bring their cultural values to life and what executives at other companies can learn from them.

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Table of Contents

  • Company Values Statements Don't Tell You What To Expect
  • Customer-Obsessed Companies Walk The Walk; Laggards Just Talk
  • Recommendations

  • Learn What Employees Really Think Of Your Culture, And Heed It
  • Supplemental Material
  • Related Research Documents

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