Leading the Customer Experience
IN THIS SUMMARY
In Leading the Customer Experience, Sarah Cook argues that despite being behind the scenes, leaders play a key role in shaping customers’ front-line experiences. By creating dynamic organizational cultures, leaders can inspire their teams to go the extra mile and deliver exceptional customer service. Ultimately, there is an enormous incentive for leaders to proactively shape the customer experience; companies that consistently put their customers’ needs first are more profitable than their competitors.