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Why do so many companies struggle to get customer-centricity right?

The most common, and perhaps the greatest, barrier to customer-centricity is the lack of a customer-centric organizational culture. At most companies, the culture remains product-focused or sales-driven, or customer-centricity is considered a priority only for certain functions such as marketing. To successfully implement a customer-centric strategy and operating model, a company must have a culture that aligns with them -- and leaders who deliberately cultivate the necessary mindset and values in their employees.

The book's content has 3 main parts:

Part 1: Culture Is the Key to Outstanding Customer Service
Chapter 1 How Corporate Culture Guides Your Employees' Actions
Chapter 2 Why Culture Initiatives Often Fail
Part 2: Building a Customer-Focused Culture
Chapter 3 Defining Your Culture
Chapter 4 Engaging Employees with Your Culture
Part 3: Changing Your Company's Service DNA
Chapter 5 Aligning Your Business Around a Customer-Focused Culture
Chapter 6 Setting Goals That Drive Your Culture
Chapter 7 Hiring Employees Who Will Embrace Your Culture
Chapter 8 Training Employees to Embody Your Culture
Chapter 9 Empowering Employees to Support Your Culture
Chapter 10 How Leadership Can Make or Break Your Culture
Chapter 11 A Customer-Focused Example
Chapter 12 Making the Commitment to a Customer-Focused Culture