000			01436cam a2200313 i 4500
001			18491224
003			KENaKMTC
005			20230131142241.0
008			150212s2015 vtu b 001 0 eng
010			_a 2015005298
020			_a9781472447692 (hardback : alk. paper)
020			_z9781472447708 (ebook)
020			_z9781472447715 (epub)
040			_aDLC _beng _cDLC _erda _dDLC
042			_apcc
050	0	0	_aHF5415.5 _b.C66355 2015
082	0	0	_a658.8/12 _223
100	1		_aCook, Sarah, _d1955-
245	1	0	_aLeading the customer experience : _binspirational service leadership / _cSarah Cook.
300			_axii, 174 pages ; _c25 cm
504			_aIncludes bibliographical references (pages 159-162) and index.
505	0		_aAcknowledgments -- 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.
650		0	_aCustomer services.
650		0	_aLeadership.
650		0	_aCustomer relations.
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2lcc _cBK _xEK
999			_c13372 _d13372