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Leading the Customer Experience


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Table of Contents

Contents: Preface; Why does leadership matter when it comes to customer experience?; Qualities and actions of the customer-focused leader; Customer insights and priorities; Recruiting for attitude, training for excellence; Motivating and empowering your people; Communicate and praise; Improve and innovate; Consistently consistent; Bibliography; Index.

About the Author

Sarah Cook is the Managing Director of The Stairway Consultancy Ltd. She has 20 years' consulting experience specialising in customer service, leadership and culture change. Prior to this Sarah worked for Unilever and as Head of Customer Care for a retail consultancy. Sarah has wide experience of helping public and private sector organisations improve their leadership capability and customer experience. She works in UK and on a global basis. Sarah regularly speaks at conferences on customer service. She is a business author with 35 books and manuals published. Titles published include: Customer Care Excellence; Practical Guide to Employee Engagement; Change Management Excellence and Complaint Management Excellence.


'What I particularly appreciated about this book is its ability to describe the behaviours of leaders who successfully create and execute a clear vision around both customer and employee engagement. In addition, I like its pragmatic approach to the topic: Cook offers a rich collection of practical tools, techniques and examples that organisations can start using today.' simply-communicate, September 2015

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