SummaryIn this conversation, Christophe and Peter discuss what it takes to build a customer-first organization. They highlight the importance of recognizing the characteristics of a customer-first organization and how to become one. They emphasize the need for leadership and cultural obsession with the customer. They also discuss the role of different generations and the importance of onboarding new employees with a customer-first mindset. Overall, they stress that being customer-focused is a cultural mindset that starts at the top and permeates throughout the entire organization.TakeawaysRecognizing the characteristics of a customer-first organization is crucial for building oneLeadership plays a key role in driving a customer-first cultureCultural obsession with the customer is more important than processesCustomer focus can be learned and developed, but some individuals may be more naturally inclined towards itDifferent generations may have different expectations of customer focusOnboarding new employees with a customer-first mindset is essentialBeing customer-focused is a cultural mindset that starts at the top and permeates throughout the entire organizationSound Bites"A customer is anyone who is not me""Customer obsession is having Diet Coke for one customer""Three indicators of a customer-first organization: Chief Customer Officer, Customer Experience Team, CEO's focus"

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