Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results by Brad Cleveland

About the Book

Many organizations and leaders struggle to respond effectively to fast-evolving customer expectations driven by innovations in products, services, and technologies such as AI and mobile.

Failing to build the necessary strategy, culture, and processes, they suffer from high costs, dissatisfied customers, and brand damage.

The mandate to get customer experience right is real and urgent. Leading the Customer Experience is a guide to shaping experiences that win loyalty and deliver outstanding business results.

It provides a bold, step-by-step approach that will get you and your team pointed in the right direction. And equipped to make sound decisions along the way.

Leading the Customer Experience is easy to understand and imminently practical. It is based on the author's extensive experience both as a founding partner of one of the world's most influential customer management organizations, and his work with B2B and B2C organizations in the private and public sectors.

The author's down-to-earth explanations cut through jargon and clutter, while stories and examples bring important principles to life. Leading the Customer Experience is relatable to anyone leading, managing, or aspiring to better understand the customer experience.

About the Author

Brad Cleveland is known globally as one of today’s foremost experts in customer strategy and management.

A sought-after consultant and speaker, he has worked in 45 of the 50 U.S. states and over 60 countries, and his clients have included many of today’s service leaders like Apple, American Express, and AT&T (and those are just some of the A’s on his client list). He’s also advised governments in the United States, Australia, and Canada.

Brad’s books and articles have been translated into over a dozen languages, and he is an instructor for LinkedIn Learning with featured courses on customer strategy and management, customer service leadership, and customer experience leadership.

He has appeared in The Wall Street Journal, Fast Company, Inc. Magazine, Forbes, U.S. News and World Report, CNN Money, the Los Angeles Times, Washington Post, Financial Times, and the New York Times, as well as on major television networks (PBS, CNBC, Fox, MSNBC, and others), and NPR’s All Things Considered.

Brad was a founding partner and former CEO of the International Customer Management Institute (ICMI) now part of London-based Informa plc.

And interesting facts – he is a licensed pilot, he once flew on the Concorde from London to New York, and he read the draft version of this book out loud to his wife and daughter for 10 hours straight while on a road trip!

Listen to the Interview...

Links...

• Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results by Brad Cleveland

• Brad Cleveland (website)

• Brad Cleveland (LinkedIn)

• Brad Cleveland (Twitter)

• Gallup's Employee Engagement Survey: Ask the Right Questions With the Q12 Survey

• Moments of Truth by Jan Karlsson

• Out of the Crisis by W. Edwards Deming

• A Gentleman in Moscow by Amor Towles

• The Lincoln Highway by Amor Towles

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