01436cam a2200313 i 4500 18491224 KENaKMTC 20251208071132.0 150212s2015 vtu b 001 0 eng 2015005298 9781472447692 (hardback : alk. paper) 9781472447708 (ebook) 9781472447715 (epub) DLC eng DLC rda DLC pcc HF5415.5 .C66355 2015 658.8/12 23 Cook, Sarah, 1955- Leading the customer experience : inspirational service leadership / Sarah Cook. xii, 174 pages ; 25 cm 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. Customer services. Leadership. Customer relations. 7 cbc orignew 1 ecip 20 y-gencatlg lcc BK EK 46459 46459