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Leading the customer experience : inspirational service leadership

Author: Sarah Cook
Publisher: Farnham, Surrey, England ; Burlington, VT : Gower, [2015]
Edition/Format:   Print book : EnglishView all editions and formats
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Additional Physical Format: Ebook version
Document Type: Book
All Authors / Contributors: Sarah Cook
ISBN: 9781472447692 1472447697
OCLC Number: 903473877
Description: xii, 174 pages ; 25 cm
Contents: 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.
Responsibility: Sarah Cook.

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'What I particularly appreciated about this book is its ability to describe the behaviours of leaders who successfully create and execute a clear vision around both customer and employee engagement. Read more...

 
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