Leading the Customer Experience explores the relationship between leadership behaviour and exceptional service. Most organisationas 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 Cookas 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.John LEWIs The John Lewis Partnership is famous for its excellent customer service and good value (a#39;never knowingly undersolda#39;). It is a winner of national customer service awards for ten years running. Three out of four customersanbsp;...
|Title||:||Leading the Customer Experience|
|Author||:||Ms Sarah Cook|
|Publisher||:||Ashgate Publishing, Ltd. - 2015-09-28|