Rezension
"Sooner or later, every successful business realizes that customer experience is the experience that really matters. Brad's book lays out the road map for any leader who wants to make a difference for the customers they serve." ("Seth Godin, author of This is Marketing")
"In his book,
Brad Cleveland generously gives his considerable years of experience in leadership and methodology to his readers. Read it, swallow it up and use it to advance your course!" ("Jeanne Bliss, Author, Chief Customer Officer 2.0; Cofounder, Customer Experience Professionals Association")
"There are many books about the customer experience, but few as good as this one. Written by an accomplished practitioner with a depth of expertise, you'll learn everything you need to lead the customer experience if you read it and apply the lessons. Highly recommended." ("Mark Sanborn, President, Sanborn & Associates, Inc.; author of The Fred Factor and You Don’t Need a Title to be a Leader")
"Now, more than ever, every organization must innovate to stay relevant, to stay on top. This book outlines a step-by-step approach to listening to your customers, engaging your employees, and delivering products and services they love." ("Robert Pasin, CEO (Chief Wagon Officer), Radio Flyer")
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Leading the Customer Experience is a practical and easily understood approach that resonates and is an excellent guide for leaders at all levels. Brad's experience and wealth of knowledge shines through. All that's left to do after the read is to get on with it!!" ("Matt Clarke, General Manager, Digital Services, Services Australia (Government of Australia)")
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Leading the Customer Experience is exactly what it says it is: a book designed for leaders focused on their companies' customer experience. If you're trying to figure out how to get your own company's CX efforts under way and operating on all cylinders, you'll find this book to be a very practical, organized and helpful tool. Use it!" ("Don Peppers, author of Customer Experience: What, How, and Why Now")
"Brad's new book is perfect for new leaders as well as veterans who want to be sure they're current on best practices. The book is an easy read and provides tons of new ideas for packaging and delivering the voice of the customer upward, and the nature of the customer's needs and journey to the front line. I came away with five new ideas I can apply with my clients tomorrow." ("John Goodman, author of Customer Experience 3.0")
"I will use
Leading the Customer Experience as a textbook for my teams by assigning reading, crafting study questions, then facilitating discussions on the assignments. It will allow us to further our goals of improving knowledge, enhancing the team dynamics and finding actionable strategies to incorporate into our business practices. The book is a low-cost, high-yield, must-have addition to any customer experience professional's library." ("Dr Debra Bentson, Senior Workforce Management Manager, Kaiser Permanente")
"Brad is an industry expert and amazing at breaking down the keys to successful customer engagement, retention and expansion. He establishes a clear pathway towards effective customer experience that can be exercised at every stage of a company's maturation." ("Hasan Ali, Founder and CEO, Air Tutors")
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Leading the Customer Experience is a thorough analysis of how culture and values determine results. The directives in the book are very clear and based on a deep understanding of worst or best practices that lead to either dysfunction or sustainable success." ("Blair Clark, President, Canyon Bicycles USA, Inc.")
