Leading the Customer Experience [electronic resource] : Inspirational Service Leadership

ISBN:

9781472447708

Title:

Author:

Cook, Sarah, Ms.

Personal Author:

Cook, Sarah, Ms.

Publication Information:

: Ashgate Publishing Ltd, 2015.

Physical Description:

1 online resource (188 p.)

General Note:

Description based upon print version of record.

Contents:

""Cover""; ""Contents""; ""List of Figures""; ""Acknowledgements""; ""Preface""; ""1 Why Does Leadership Matter When it Comes to Customer Experience?""; ""2 Qualities and Actions of the Customer-focused Leader""; ""3 Customer Insights and Priorities""; ""4 Recruiting for Attitude, Training for Excellence""; ""5 Motivating and Empowering Your People""; ""6 Communication and Praise""; ""7 Improve and Innovate""; ""8 Consistently Consistent""; ""Bibliography""; ""Index""

Subject Term:

Customer relations.

Customer services.

Leadership.

Format:

Electronic Resources

Electronic Access:

Click here to view book

Publication Date:

2015

Publication Information:

: Ashgate Publishing Ltd, 2015.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
658.812	1:E-BOOK	1	1:ON-DEMAND	Searching... Unknown

Bound With These Titles

On Order

Summary

Leading the Customer Experience explores the relationship between leadership behaviour and exceptional service. Most organisation's strategic aims and goals centre on the delivery of excellent service. Loyal customers not only keep buying from a company but also recommend the business to others.It is clear that managers and leaders throughout an organisation have a key influence on the experience that customers receive. How leaders behave has a direct impact on their team's motivation to go the extra mile to deliver excellent service for the customer.Sarah Cook's vision for Leading the Customer Experience is to provide practical advice, tools and techniques for managers in how to effectively lead and motivate their team to deliver the best possible customer service. This book encapsulates her research on the behaviours of leaders who successfully create an environment where employees deliver exceptional service and she brings a pragmatic and business focused approach to the topic.