The 8 Laws Of Customer-Focused Leadership
The 8 Laws Of Customer-Focused Leadership

Author: Blake Morgan

Publisher: HarperCollins Leadership

Published: 2024-07-02

Total Pages: 241

ISBN-13: 1400245966

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A leadership playbook for making customer experience a core aspect of your business. In a rapidly changing world filled with uncertainties, one thing remains crystal clear: customers are increasingly fickle and no longer care about loyalty to any particular company. In addition, many well-intentioned companies are falling short of customer expectations, despite every organization’s potential for excellence. The truth is customer experience is not what it used to be. New technologies, values, generational expectations, economic instability, - and the rapid pace of change all must be considered as you forge ahead. How do you put the customer first in the face of all these emerging trends? Using cutting-edge research and interviewing top leaders across industries, customer experience futurist Blake Morgan has pulled together eight new laws that the best companies follow in terms of building and maintaining a focus on the customer. Customer experience is a decision leaders must make every day, and this book shows you how: C.reate a customer experience mindset. eX.ceed longterm profit expectations by focusing on both short term and long term profits. L.ay out your customer experience strategy creation and stick to it. E.mbark on your 90 day get started plan. A.nticipate the future by being a customer experience futurist. D.on’t forget that employees are customers too. E.valuate success and measure what can be measured. R.eaffirm the priority - keep CX front and center. Learn the laws, see how the best companies apply them, and build them into your organization to become a transformational customer experience leader!

The Customer of the Future
The Customer of the Future

Author: Blake Morgan

Publisher: HarperCollins Leadership

Published: 2019-10-29

Total Pages: 225

ISBN-13: 1400213649

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With emerging technology transforming customer expectations, it's important to keep a laser focus on the experience companies provide their customers. Tomorrow's customers need to be targeted today! Customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective. The Customer of the Future explains how today's customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don't adapt to these new expectations won't last. This book prepares your organization for these increas­ing demands by helping you do the following: Learn the ten defining strategies for a customer experience-focused company. Implement new techniques to shift the entire company from being product-focused to being customer-focused. Gain insights through case studies and examples on how the world's most innovative companies are offering new and compelling customer experiences. Tomorrow's customers will insist on experiences that make their lives significantly easier and better. Craft a leadership development and culture plan to create lasting change at your organization!

Customer-Centric Leadership: 8 Principles for a Customer-Centric Culture
Customer-Centric Leadership: 8 Principles for a Customer-Centric Culture

Author: Sydney Brouwer

Publisher:

Published: 2019-03-10

Total Pages: 192

ISBN-13: 9789090315669

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Every organization is aware of the importance of customer-centricity. Delivering a great customer experience is a priority for many companies. To achieve this, all sorts of methods are used to take the customer experience to the next level. However, too little attention is paid to one key aspect: leadership.In this book, Sydney Brouwer links customer-centricity and leadership. He zooms in on the role of the leader. After all, as a leader you are responsible for creating a culture that encourages everyone to understand and act on the interest of the customer. What should a leader do to make customer experience a priority for everyone in the organization? How can he enable and encourage customer-centric behavior? By using inspiring cases and examples from companies like Disney, citizenM and BMW, Sydney takes you on a journey along eight principles that will help leaders build a customer-centric culture. A culture that creates enthusiastic customers and employees.

The Customer Rules
The Customer Rules

Author: Lee Cockerell

Publisher: Crown Currency

Published: 2013-03-05

Total Pages: 210

ISBN-13: 0770435610

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The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example: Rule #1: Customer Service Is Not a Department Rule #3: Great Service Follows the Laws of Gravity Rule #5: Ask Yourself "What Would Mom Do?" Rule #19: Be a Copycat Rule #25. Treat Every Customer like a Regular Rule #39: Don’t Try Too Hard As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.

More Is More
More Is More

Author: Blake Morgan

Publisher: Routledge

Published: 2017-04-21

Total Pages: 234

ISBN-13: 1351694480

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“Less is more” may be good advice for many efforts, but it is terrible advice when it comes to customer experience. Brands that want to stay relevant must apply more energy, focus, and resources to creating knock-your-socks-off customer experiences than they ever did before. Companies that embrace a “more is more” philosophy work harder and go further to ensure that their customers have a positive experience: they do this through customer-focused strategies and leadership, via operations, policies, and procedures that consider how the customer will fare in every scenario. Customer experience guru Blake Morgan walks you through the D.O.M.O.R.E. concepts that set businesses up for success by emphasizing the importance of relationships. Companies that do more: Design something special Offer a strong employee experience Modernize with technology Obsess over the customer Reward responsibility and accountability Embrace disruption and innovation More Is More offers practical advice for building or improving customer experience that you can apply immediately at your own organization. Time is of the essence: your customers are not willing to wait for you to get the customer experience right. Outlining the key areas you need to address immediately, More Is More will help you weather external changes, remain relevant, and thrive in today’s ever-changing business landscape.

The 5 Levels of Leadership
The 5 Levels of Leadership

Author: John C. Maxwell

Publisher: Center Street

Published: 2011-10-04

Total Pages: 187

ISBN-13: 1455507512

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Use this helpful book to learn about the leadership tools to fuel success, grow your team, and become the visionary you were meant to be. True leadership isn't a matter of having a certain job or title. In fact, being chosen for a position is only the first of the five levels every effective leader achieves. To become more than "the boss" people follow only because they are required to, you have to master the ability to invest in people and inspire them. To grow further in your role, you must achieve results and build a team that produces. You need to help people to develop their skills to become leaders in their own right. And if you have the skill and dedication, you can reach the pinnacle of leadership—where experience will allow you to extend your influence beyond your immediate reach and time for the benefit of others. The 5 Levels of Leadership are: 1. Position—People follow because they have to. 2. Permission—People follow because they want to. 3. Production—People follow because of what you have done for the organization. 4. People Development—People follow because of what you have done for them personally. 5. Pinnacle—People follow because of who you are and what you represent. Through humor, in-depth insight, and examples, internationally recognized leadership expert John C. Maxwell describes each of these stages of leadership. He shows you how to master each level and rise up to the next to become a more influential, respected, and successful leader.

Customer Relationship Management and Customer Service
Customer Relationship Management and Customer Service

Author: Adele Berndt

Publisher: Juta and Company Ltd

Published: 2004

Total Pages: 220

ISBN-13: 9780702161247

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Customer relations management (CRM) is about maintaining long-term customer relationships. This book looks at creating and managing customer relationships and how relationship marketing, applied throughout any organisation, can create new value to build the organisation for the long term. In order to achieve CRM, companies need to focus on customer retention, a high customer commitment and a long-term perspective. The book examines the changes in the practice of marketing and the solutions offered by relationship marketing. It also analyses the profound impact of technology and how it enables the business to focus on individual customers.

Eight Laws of Leadership
Eight Laws of Leadership

Author: Elmer L. Towns

Publisher: Churchgrowth.Org (Send the Light)

Published: 1993-02

Total Pages: 132

ISBN-13: 9780941005616

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Discover the eight laws of leadership necessary to make any believer a great leader...whether in church, business, community or home. Learn about the laws of dreams, rewards, credibility, communication, accountability, motivation, problem-solving, and decision-making. This book provides insight that will enhance the skills of current leaders and develop skills in potential leaders. It will help every Christian reach their leadership potential. Discover what it takes to influence others...learn how to become an extraordinary leader. Includes: 125-page paperback book.

Principle-Centered Leadership
Principle-Centered Leadership

Author: Stephen R. Covey

Publisher: Rosetta Books

Published: 2009-12-02

Total Pages: 326

ISBN-13: 0795309597

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An inspirational and practical guide to leadership from the New York Times–bestselling author of The 7 Habits of Highly Effective People. Covey, named one of Time magazine’s 25 Most Influential Americans, is a renowned authority on leadership, whose insightful advice has helped millions. In his follow-up to The 7 Habits of Highly Effective People, he poses these fundamental questions: How do we as individuals and organizations survive and thrive amid tremendous change? Why are efforts to improve falling so short in real results? How do we unleash the creativity, talent, and energy within ourselves and others? Is it realistic to believe that balance among personal and professional life is possible? The key to dealing with the challenges that we face is to identify a principle-centered core within ourselves and our institutions. In Principle-Centered Leadership, Covey outlines a long-term, inside-out approach to developing people and organizations. Offering insights and guidelines on how to apply these principles both at work and at home, Covey posits that these steps will lead not only to an increase in productivity and quality of work, but also to a new appreciation of personal and professional relationships as we strive to enjoy a more balanced, rewarding, and ultimately more effective life. “There seems to be no limit to the number of writers offering answers to the great perplexities of life. Covey, however, is the North Star in this field . . . without hesitation, strongly recommended.” —Library Journal

Customer Is King: How to Exceed Their Expectations
Customer Is King: How to Exceed Their Expectations

Author: Robert Craven

Publisher: Random House

Published: 2012-02-29

Total Pages: 242

ISBN-13: 1448132096

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Updated eBook edition What happens to your customers when you do business with them? Customer is King helps you to approach the problem from the point of view of the clients and work towards the level of customer satisfaction that makes them come back to you again and again. Practical and packed full of easy-to-understand advice, you'll find: * checklists and worksheets * case studies of real businesses * frequently asked questions