Kundenfokussiert how you staff lead process orientation, efficiency, cost saving: in the boardrooms has more with himself than with customers. The managers stick to numbers rather than to talk to customers. The staff into the tank of standards and norms. Before louder management remains the humanity on the line. And the customers flee in a panic. The joy of change is so great as never and in most cases homemade.

When the ruling elite loses the reference to the base and to the customer, creates a customer-hostile corporate culture that ensures employees on the front line necessarily, proximity to the customer is lost. A development fatal for any business, because the power relationship has irreversibly in favor of customers changed. Rather than to lull the customer on one side and them forced it to press, what keeps the company for good and right, it applies now to organize internal processes as well as the marketing and distribution together with the customers. The faithful stupid customer was yesterday. Who today does not play according to the rules of the customers, tomorrow no longer plays.

The customer is the real boss. Therefore, so is the conclusion by Anne M. Schuller, management consultant and an expert in loyalty marketing, belongs to the customer in the boardroom and at the Board table. And that is why companies need a new style of leadership: the customer-focused leadership. In her book, the author puts customers uncompromisingly in the focus of all business activities. Like the new ‘ paradoxical customer is ticking, as managers become people shipping posts, what framework allow a company-wide focus on customers, can be enabled like the skills and in particular the desire to the employees,: the book gives the answers. Sometimes provocative, always motivating and relevant practice it shows step by step, how a customer-oriented management and a customer-focused leadership can be implemented. To the author gives executives a rich Toolbox in hand. Numerous checklists and practical examples complete the work. A must’ on the desktop all those your company want to make fit for the future. The author Anne M. Schuller is a management consultant and considered to be the leading expert for loyalty marketing. She has worked over 20 years in senior sales and marketing positions of various service sectors and several awards. The diploma in business administration and eight-time book author has taught at several universities. It belongs to the best business speakers in German-speaking countries.