Customer Centricity: A Present and Future Priority

A customer-centric culture is one in which every employee consistently asks, “How will the decision I am about to make impact our customers’ experience?” Not only that, but with the support of their leaders, they know what to do about it.


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 his book, “Customer Centricity: A Present and Future Priority.” He created this book to help organizations committed 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.


Through topics on customer expectations, empowerment, corporate culture, and the role of leadership, Geldart shares the critical factors to consider when building a customer-centric culture. These lessons were learned from building his own customer-centric organization and his 30 years’ experience working with organizations to transform company cultures.


By the end of “Customer Centricity: A Present and Future Priority,” you will understand what is required to build a customer-centric organization, the pitfalls to avoid, and how to engage the entire organization in providing the kind of customer experience that causes your customers to wish that every organization they dealt with was like yours.