* This is not a book based on science, but a book based on 20 years of experience, gained at small and large companies in terms of customer orientation

* This book does not contain large, complex strategies, but it gives specific tips that any type of company can use immediately

This book shows you how to build a customer-oriented corporate culture. Turn your rough diamond into a beautiful shiny jewel. Many companies have the intention to be customer-oriented, but only a few succeed in making the customer really happy. The key to success is building a customer-centric culture: a culture where both leaders and employees of an organization are aware of their role towards the customer at all times. In this book you will learn in very concrete steps and clear tips on how you can develop a customer-oriented corporate culture. Success or failure is often in details and in having the right attitude.