Customer First Leadership

  • 5 Courses | 3h 19m 50s
  • 27 Books | 10h 18m
  • 4 Audiobooks | 13h 16m 21s
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Customer satisfaction is crucial to business success. Learn how to lead with customers at the forefront of the business.

COURSES INCLUDED

Welcome to the Leadership Development Program
Whether you're new to a leadership role or a battle-tested veteran, there is always more to learn about leading people, leading teams, or leading your business. Learning is a life-long journey, and leadership development is an ongoing process. In this course, you'll be introduced to Skillsoft's Leadership Development Program. Comprised of thirty modern competency-based leadership channels, this program will help expand your knowledge about what it takes to be a leader and the necessary mindsets and behaviors that enable successful leaders to face and overcome the challenges they encounter every day. This course provides an introductory overview to the program and the rich array of courses, resources, tools, and expert advice available to help you grow your leadership career.
1 video | 9m available Badge
Leading a Customer-centric Culture
In business, the customer is all. A customer-centric culture is an imperative, but many leaders are unsure how to begin instilling one. In this course, you'll learn how to design and implement a culture centered on your customers.
7 videos | 50m has Assessment available Badge Certification PMI PDU
Leadership Insights on Leading a Customer-Centric Culture
Leaders of customer-centric cultures are committed to customers in every way. They identify unique wants and needs, understand customer processes, and exhibit worthy intentions. Every day, they put the customer first, and you should, too.
7 videos | 22m available Badge
How to Speak to Customers to Build Trust
Customers are more likely to trust your company if you speak to them in certain ways. Not only is consumer confidence and trust rather low these days, but we’re also serving customers in a new, distanced way. The usual reliance on facial expressions and body language to make a connection with a customer and build trust is often no longer available. And given the generalized anxiety that comes with a global pandemic, feelings of trust can be especially hard to come by these days.
1 video | 58m
Customer Experience Considerations for Tech Leaders
Tech leaders should consider data privacy and security issues while also maximizing customer experience. Tech leaders must make sure the infrastructure they build enables excellent customer experiences, especially when it comes to self-service. In today’s post-COVID-19 environment, what considerations have changed? Please join our panel presentation and discussion, as speakers explain how leaders should approach the investments that both enable and enhance customer service through digital self-service experiences. The optimal strategy combines sound infrastructure with emerging technologies that work together for peak customer experience.
1 video | 58m
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EARN A DIGITAL BADGE WHEN YOU COMPLETE THESE COURSES

Skillsoft is providing you the opportunity to earn a digital badge upon successful completion on some of our courses, which can be shared on any social network or business platform.

Digital badges are yours to keep, forever.

BOOKS INCLUDED

Book

MIT Sloan Management Review on Leading a Customer Centric Culture
In this collection of articles from MIT Sloan Management Review, you'll learn how to best serve your customer base and the kinds of corporate culture you should encourage to sustain long-term clientele.
Book Duration 56m Book Authors By MIT Sloan Management Review

Book

MIT Sloan Management Review Article on Does Your C-Suite Have Enough Digital Smarts?
This article from MIT Sloan Management Review discusses how executive teams that understand how to wield the power of digital technologies are rare, but they deliver huge premiums in corporate growth and valuation.
Book Duration 9m Book Authors By Aman M. Shah, Peter Weill, Stephanie L. Woerner

Book

MIT Sloan Management Review Article on Why Personalization Matters for Consumer Privacy
This article from MIT Sloan Management Review shows that personalized benefits can help address consumer data privacy concerns.
Book Duration 3m Book Authors By Gadi BenMark, Julien Boudet, Phyllis Rothschild

Book

MIT Sloan Management Review Article on Make Your Communication Technology Work for Customers
This article from MIT Sloan Management Review reveals why fractured communication channels can make or break customer experience.
Book Duration 2m Book Authors By Tomas Gorny

Book

MIT Sloan Management Review Article on Customer Centricity in the Digital Age
This article from MIT Sloan Management Review discusses how AI is helping retailers customize their offerings, create personalized experiences, and make shopping more convenient.
Book Duration 2m Book Authors By Sharmila C. Chatterjee, Zoran Latinovic

Book

MIT Sloan Management Review Article on Why Customer Experience Is Key for Loyalty Programs
This article from MIT Sloan Management Review talks about how research shows that monetary rewards are not the only driver for customer loyalty programs and that increasing experiential rewards provides greater long-term benefits.
Book Duration 4m Book Authors By Jamie Wilkie, Jess Huang, Phyllis Rothschild

Book

MIT Sloan Management Review Article on Speaking to Customers in Uncertain Times
This article from MIT Sloan Management Review explains why businesses must figure out how to cultivate consumer trust and confidence during uncertain times.
Book Duration 4m Book Authors By Brent McFerran, Grant Packard, Sarah G. Moore

Book

MIT Sloan Management Review Article on How Should Companies Talk to Customers Online?
This article from MIT Sloan Management Review reveals that the words service agents use to engage customers often end up backfiring.
Book Duration 6m Book Authors By Brent McFerran, Grant Packard, Sarah G. Moore

Book

MIT Sloan Management Review Article on Why Customer Experience Matters for B2B
This article from MIT Sloan Management Review reveals that better omnichannel experiences mean more sales on consumer sites, but this logic is often neglected when it comes to B2B.
Book Duration 6m Book Authors By Alanna Klassen Jamjoum, Conrad Heider, Suketu Gandhi

Book

MIT Sloan Management Review Article on Customer Relationships Evolve — So Must Your CRM Strategy
This article from MIT Sloan Management Review reveals that a new way of classifying business relationships can boost long-term profitability.
Book Duration 5m Book Authors By George F. Watson IV, Jonathan Z. Zhang, Robert W. Palmatier

Book

MIT Sloan Management Review Article on How Customer Obsession Creates Accountability for Change
This article from MIT Sloan Management Review looks at look at several organizations that are at the forefront of linking change efforts to customer experience.
Book Duration 5m Book Authors By Charlene Li

Book

MIT Sloan Management Review Article on Prepare to Protect Your Customers’ Voices
This article from MIT Sloan Management Review discusses how digital assistants are always listening, creating a significant security risk as the threat of voice-based cybercrime grows.
Book Duration 3m Book Authors By Gokhanedge Ozturk, Paul Meerts

Book

MIT Sloan Management Review Article on The Experience Disrupters
This article from MIT Sloan Management Review reveals that to compete in 2020, it’s not good enough to have a disruptive product. Your customer experience also needs to shine.
Book Duration 10m Book Authors By Brian Halligan

Book

MIT Sloan Management Review Article on You Can’t Afford to Please Everyone
This article from MIT Sloan Management Review provides an interview with Amy R. Ward who says that by applying the tools of probability, smart businesses can serve the right customers in the right ways.
Book Duration 6m Book Authors By Frieda Klotz

Book

MIT Sloan Management Review Article on Four Challenges to Overcome for AI-Driven Customer Experience
This article from MIT Sloan Management Review discusses the four hurdles a company must overcome in order to launch a successful virtual agent project for your organization’s customer service capability.
Book Duration 5m Book Authors By Josh Bernoff, P.V. Kannan

Book

MIT Sloan Management Review on Serving Digital Customers
This collection of articles from MIT Sloan Management Review will show you how to find the sweet spot between what digital technologies can deliver and what customers need.
Book Duration 26m Book Authors By MIT Sloan Management Review

Book

MIT Sloan Management Review Article on #MITSMRChat: Rethink Your KPIs and Target Your Customers More Effectively
This article from MIT Sloan Management Review is to discuss how next-generation measurement can drive change in your organization.
Book Duration 1m Book Authors By Allison Ryder

Book

MIT Sloan Management Review Article on To Cut Costs, Know Your Customer
This article from MIT Sloan Management Review discusses why cost-trimming initiatives at B2B companies should be guided by an understanding of what customers truly value.
Book Duration 4m Book Authors By Roger Best, Shrihari Sridhar, Vikas Mittal

Book

MIT Sloan Management Review Article on Selling Solutions Isn't Enough
This article from MIT Sloan Management Review B2B companies need to focus on helping each customer achieve better outcomes.
Book Duration 10m Book Authors By Hannah Grove, Jonathan Knowles, Kevin Sellers, Richard Ettenson

Book

MIT Sloan Management Review Article on The Magic That Makes Customer Experiences Stick
This article from MIT Sloan Management Review reveals that the most memorable customer experiences are suffused with emotion — not extra features or value for money.
Book Duration 14m Book Authors By Stefan Thomke

Book

MIT Sloan Management Review Article on A More Profitable Approach to Product Returns
This article from MIT Sloan Management Review explains transaction patterns and tailoring return policies accordingly, companies can prevent a major drain on profits while increasing engagement with loyal customers.
Book Duration 8m Book Authors By James Abbey, Michael Ketzenberg, Richard Metters

Book

MIT Sloan Management Review Article on Avoiding the Pitfalls of Customer Participation
This article from MIT Sloan Management Review reveals that when front-line employees feel torn between representing the customer and what they believe is reasonable, they need to know the company has their back.
Book Duration 6m Book Authors By Andreas B. Eisingerich, Hae-Kyung Shin, Omar Merlo, Robert A. Britton

Book

MIT Sloan Management Review Article on The Cost of Confidence
This article from MIT Sloan Management Review reveals that as companies work to prepare for what happens after the pandemic crisis eases, rebuilding confidence has become a business imperative, paving the way for a confidence economy.
Book Duration 4m Book Authors By Brian Whipple, Mark Curtis

Book

MIT Sloan Management Review Article on Competing on Customer Outcomes
In this article from MIT Sloan Management Review, learn how three revenue models -- access, consumption, and performance -- can help companies capitalize on customer satisfaction.
Book Duration 15m Book Authors By Marco Bertini, Oded Koenigsberg

Book

Breaking Through: Implementing Disruptive Customer Centricity, 2nd Edition
Guiding readers systematically through the ten breakthrough points of implementation, this book explains how to execute a transformation to customer centricity, so that a company can engage continuously with its customers, making them allies and advocates with all the rewards that it brings.
Book Duration 4h 49m Book Authors By Sandra Vandermerwe

Book

Using Information to Develop a Culture of Customer Centricity: Customer Centricity, Analytics, and Information Utilization
Providing a firm grounding in laying out a strategy for customer centricity, this book offers an overview of what customer centricity is and why it can add value, and how to properly plan to consider the need, set expectations, align the right people in the organization, and map out a strategy.
Book Duration 1h 36m Book Authors By Abie Reifer, David Loshin

Book

Building Customer Loyalty: Making Customer-focused Decisions
The My Practical MBA Series provides the latest thinking as well as perennial techniques for a range of business challenges. This book discusses fast, flexible, tailored, cost-effective solutions that deliver customer value and meet customer needs in a highly-competitive environment.
Book Duration 19m Book Authors By LID Editorial
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AUDIOBOOKS INCLUDED

Audio Summary

Customer Innovation: Customer-Centric Strategy for Enduring Growth
Customer Innovation by Marion Debruyne is a guide on increasing the longevity of companies through customer-centric strategies. In this Summary, we discuss the salient points of the book based on our interpretation of its contents.
Audiobook Duration 18m 1s Audiobook Authors By Marion Debruyne

Audio Summary

Customer Centricity: Focus on the Right Customers for Strategic Advantage
In Customer Centricity, author Peter Fader explores five key components of customer centricity to help you connect with your customers and generate greater profits. In this Review, we discuss the salient points of the book based on our interpretation of its contents.
Audiobook Duration 13m 31s Audiobook Authors By Peter Fader

Audiobook

Can't Buy Me Like: How Authentic Customer Connections Drive Superior Results
This audio edition introduces us to the “Relationship Era,” where the only path for businesses seeking long-term success is to create authentic customer relationships.
Audiobook Duration 6h 28m 5s Audiobook Authors By Bob Garfield, Doug Levy

Audiobook

Customer CEO: How to Profit from the Power of Your Customers
This audio edition confronts the new market reality that customers choose which companies to do business with completely on their own terms.
Audiobook Duration 6h 16m 44s Audiobook Authors By Chuck Wall
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