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Leading the customer experience : inspirational service leadership / Sarah Cook.

By: Material type: TextTextDescription: xii, 174 pages ; 25 cmISBN:
  • 9781472447692 (hardback : alk. paper)
Subject(s): DDC classification:
  • 658.8/12 23
LOC classification:
  • HF5415.5 .C66355 2015
Contents:
Acknowledgments -- Preface -- Why does leadership matter when it comes to customer experience? -- The qualities 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.
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Includes bibliographical references (pages 159-162) and index.

Acknowledgments -- Preface -- Why does leadership matter when it comes to customer experience? -- The qualities 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.

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