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Writer's pictureLars Christensen

Leaders Read#60


👋 Hello everyone,


Ann Handley said, "Make the customer the hero of your story."


Here are a couple of resources you might have missed:


 

📚 Book Summary:

This week's book is "Chief Customer Officer" by Jeanne Bliss.


This book is a step-by-step guide for new Chief Customer Officers, emphasizing the critical importance of securing the CEO’s full support; without it, this book may feel like reading a recipe without all the ingredients. Yet, the book offers great insights on transforming your business to earn growth by enhancing customers’ lives.


One of my favorite takeaways from the book is this:

"Embracing customers as assets shifts the attitude of leaders and ultimately the organizations because the purpose is to earn the right to growth by improving the lives of customers. When you improve their lives, high scores will follow. They will. But the shift is to start the work with the customer's life, not the score. And that is no small shift."


✅ Actionable advice:

Putting customers first is not just a slogan; it can guide you when making tough decisions. The core value of putting customers first helped Johnson & Johnson recall all Tylenol across the U.S. after seven people died in Chicago in 1982. The opposite of prioritizing customers is Boeing deciding to skip safety and quality or Wells Fargo deciding to create fake accounts; both companies focus on boosting shareholder value ahead of customers' lives.


 

🧠 5 things I'm thinking about (November 8, 2024)


1.Industry Update Forecast

2.The 4Ps for planning FY26

3.AU Industry Keynote summary to the people

4.Thinking about team health

5.Finished Strategy Execution Module 3


Reading "Where good ideas come from" by Steven Johnson.

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