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!
Click here for this episode's website page with the links mentioned during the interview...
https://www.salesartillery.com/marketing-book-podcast/leading-customer-experience-brad-cleveland
487 The ABM Effect by Alisha Lyndon
BONUS! They Ask, You Answer in German by Rene Neubach
486 Public Speaking With Confidence by Philipp Humm
485 The Customer Copernicus by Charlie Dawson
484 The Unsold Mindset by Colin Coggins and Garrett Brown
483 Immersion by Paul Zak
482 Designing Brand Identity by Rob Meyerson
481 B2B Social Selling Strategy by Julie Atherton
480 MKTG STINX by Bob Hoffman
479 The Brand Benefits Playbook by Allen Weiss
478 Organic Social Media by Jenny Li Fowler
477 Social Media Strategy by Julie Atherton
476 The Perfect Story by Karen Eber
475 Second Skin by Jason Miller
474 The AI Playbook by Eric Siegel
473 The Sale Is In The Tale by John Livesay
472 Marketing 6.0 by Philip Kotler
471 Overdeliver by Brian Kurtz
470 Standout Startup by Allyson Letteri
469 Any Insights Yet? by Chris Kocek
Create your
podcast in
minutes
It is Free
The Commercial Edge: Unleash the Power of People
The emPOWERed Half Hour
Right About Now with Ryan Alford
The Marketing Secrets Show
The Agile Brand™ with Greg Kihlstrom
B2B Agility™ with Greg Kihlström
The Goal Digger Podcast