- Defines what customer experience is and why everyone in the organization has a leadership role in achieving it
- Quantifies the costs and benefits of customer experience
- Reveals how to build a team and deliver a great product that is surrounded by the right customer expectations, communication and service
Leading the Customer Experience
How to Chart a Course and Deliver Outstanding Results
Lead your organization with a customer experience vision that captures the voice of the customer and empowers employees to improve how they develop, market and sell your products and services.
Key features at a glance
EAN: 9781789666878
Edition: 1
Published:
Format: 235x165
280 pages
About the book
DISTINGUISHED FAVORITE: NYC Big Book Award 2021 - Marketing & PR
Many organizations and leaders struggle to respond effectively to fast-evolving customer expectations driven by innovations in products, services and technologies such as AI and mobile. Failing to build the necessary strategy, culture and processes, they suffer from high costs, dissatisfied customers and brand damage.
The mandate to get customer experience right is real and urgent. Leading the Customer Experience is a guide to shaping experiences that win loyalty and deliver outstanding business results. It provides a bold, step-by-step approach that will get you and your team pointed in the right direction. And equipped to make sound decisions along the way.
Leading the Customer Experience is easy to understand and imminently practical. It is based on the author's extensive experience both as a founding partner of one of the world's most influential customer management organizations, and his work with B2B and B2C organizations in the private and public sectors.
The author's down-to-earth explanations cut through jargon and clutter, while stories and examples bring important principles to life. Leading the Customer Experience is relatable to anyone leading, managing or aspiring to better understand customer experience.
About the authors
Brad Cleveland is known globally as one of today's foremost experts in customer strategy and management. He has worked across 45 states and 60 countries for clients as diverse as American Express, Apple, USAA, the University of California and the federal governments of Australia, Canada and the U.S. His books, articles and LinkedIn Learning courses have been translated into a dozen languages. He was a founding partner and former CEO of the International Customer Management Institute. Today, he is a sought-after consultant and speaker. He divides his time between Sun Valley, Idaho and San Diego, California.
Sooner or later, every successful business realizes that customer experience is the experience that really matters. Brad's book lays out the road map for any leader who wants to make a difference for the customers they serve.
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