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

Cleveland, Brad

Hardcover

ISBN 10: 1789666899 ISBN 13: 9781789666892

Publisher: Kogan Page, 2021

Synopsis

<p><b>DISTINGUISHED FAVORITE: </b><i>NYC Big Book Award 2021 - Marketing &amp; PR</i><br><br><b>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.<br></b> <br>The mandate to get customer experience right is real and urgent. <b><i>Leading the Customer Experience</i></b> 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. <br><br><b><i>Leading the Customer Experience</i></b> 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.<br><br>The author's down-to-earth explanations cut through jargon and clutter, while stories and examples bring important principles to life. <b><i>Leading the Customer Experience</i></b> is relatable to anyone leading, managing or aspiring to better understand customer experience.</p>

About this title

About the Author

<b>Brad Cleveland </b>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.

Edition details

• Publisher: Kogan Page
• Publication date: 2021
• Language: English
• ISBN 10: 1789666899
• ISBN 13: 9781789666892
• Binding: Hardcover
• Edition number: 1
• Number of pages: 280