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Robin Lawton

Robin Lawton
Robin Lawton has been guiding leaders from industry, government, healthcare and education since 1985. He coined the term “customer-centered culture” in his first book, Creating a Customer-Centered Culture: Leadership in Quality, Innovation & Speed (1993).Rob’s work to infuse strategic systems thinking and the voice of the customer into every facet of his clients’ world has resulted in many of them earning industry awards and customer recognition for excellence. See his 4th book, Mastering Excellence: A Leader’s Guide to Aligning Strategy, Culture, Customer Experience & Measures of Success.

Six Leadership Levers to Create the Customer-Centered Culture

Customer focus has been largely an empty promise for many organizations. Connect customer focus to those promoting big data and you are likely to...

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