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Leading the Customer Experience
Book

Leading the Customer Experience

How to Chart a Course and Deliver Outstanding Results

Brad Cleveland and Scott McKain
Kogan Page, 2021

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Editorial Rating

8

Qualities

  • Analytical
  • Well Structured
  • Visionary

Recommendation

Customer experience is the linchpin of corporate success across all industries. Customer experience leadership has never been more critical than in this time of easy and lightning-quick impression sharing. Companies whose customers aren’t thrilled with their experience can tell others about it in a flash. A bad experience could drive potential customers in the opposite direction with one click. Even more important, satisfied customers can send out the word just as swiftly. Brad Cleveland offers expert customer strategy insights that could elevate customer experience and overall performance.

Take-Aways

  • The first step in leading customer experience is defining it.
  • You must build a leadership team of visionaries who can guide your CX initiative and engage employees.
  • It’s critical to strengthen individual purpose across your organization and cultivate a culture that supports CX.

About the Authors

Brad Cleveland is an expert in customer strategy and management. He was the founding partner and former CEO of the International Customer Management Institute, now part of London-based Informa PLC. 

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    M. A. 6 months ago
    It is a valuable resource that provides inspiring insights and effective strategies for skill development and team performance enhancement. It serves as an excellent companion for professionals looking to improve their workplaces and elevate opportunities for learning and development.