Leading the customer experience : inspirational service leadership /
Cook, Sarah, 1955-
Leading the customer experience : inspirational service leadership / Sarah Cook. - xii, 174 pages ; 25 cm
Includes: Bibliographical references (pages 159-162)
Indices ( Pages 163-174)
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.
9781472447692 (hardback : alk. paper)
2015005298
Customer services.
Leadership.
Customer relations.
658.8 / COO
Leading the customer experience : inspirational service leadership / Sarah Cook. - xii, 174 pages ; 25 cm
Includes: Bibliographical references (pages 159-162)
Indices ( Pages 163-174)
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.
9781472447692 (hardback : alk. paper)
2015005298
Customer services.
Leadership.
Customer relations.
658.8 / COO