Establishing and Nurturing a Customer-Centric Culture

Lessons Learned from the Masters (Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End)

May 5, 2005

The Quality of the Customer ExperienceSM your company delivers is the biggest competitive barrier you can erect. It takes a long time for competitors to emulate a great customer experience. Why? Because having a customer-centric culture is a prerequisite for delivering a great customer experience. It takes years to build a corporate culture. Here are three different approaches.

In this report, we look more deeply at one of the best practices that truly differentiates the leaders from the laggards in customer experience delivery. We describe the ways in which three companies—Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End—have established and nurtured their own customercentric cultures.


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