Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results

  • 4h 26m
  • Brad Cleveland
  • Kogan Page
  • 2021

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 Author

Brad Cleveland is known globally as one of today's foremost experts in customer strategy and management. Based in Sun Valley, Idaho, he has worked across 45 states and in over 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 and articles have been translated into more than a dozen languages. He is a sought-after consultant and keynote speaker.

In this Book

  • Foreword
  • Introduction
  • Getting Started
  • Engaging Your Team
  • Harnessing the Power of Feedback
  • Boosting the Value of Customer Service
  • Telling Your Customer’s Story
  • Shaping Processes and Technology
  • Building a Culture of Customer Advocacy
  • Unleashing Product and Service Innovation
  • Rallying Support for Investments
  • Going from Strength to Strength
  • Where to Next
  • Recommendations at a Glance


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