What You Will Learn:


Why Customer Centricity

Explore the critical link between becoming customer-centric and providing a great customer experience.


The Role of Leadership

Learn why and how organizations are using their leaders to actively support the adoption of a customer-centric mindset.


The Need for Empowerment

Find out what it takes to empower employees to adopt customer-centricity into their daily lives at work.

Insights to Help You Take the First Step Towards Customer Centricity


"The foundation of a strong customer experience is understanding your different customers, creating alignment across the organization, and making a commitment to putting the customer at the center of what the company does."

Chapter 3 - The Customer's Experience and Expectations, and the Link to Customer Centricity

About the Book

Eight-time author, experiential learning expert, and CEO of Eagle’s Flight, Phil Geldart, shares his insights on what it takes to create an enviable customer experience in “Customer Centricity: A Present and Future Priority.” The book was written to help organizations commit to building a singular focus on the customer. It includes practical steps to take, components critical to long-term success, and real-life case studies of a customer-centric culture in action from his team at Eagle’s Flight.

Chapters include:

  • The Implications of Customer Centricity on Performance
  • How-To Create a Culture of Customer Centricity
  • The Practicalities of Customer Centricity on the Frontline
  • Sustaining and Improving a Customer-Centric Culture

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