A leadership playbook for making customer experience a core aspect of your business.

In a rapidly changing world filled with uncertainties, one thing remains crystal clear: customers are increasingly fickle and no longer care about loyalty to any particular company. In addition, many well-intentioned companies are falling short of customer expectations, despite every organization's potential for excellence. The truth is customer experience is not what it used to be. New technologies, values, generational expectations, economic instability, - and the rapid pace of change all must be considered as you forge ahead. How do you put the customer first in the face of all these emerging trends?

Using cutting-edge research and interviewing top leaders across industries, customer experience futurist Blake Morgan has pulled together eight new laws that the best companies follow in terms of building and maintaining a focus on the customer. Customer experience is a decision leaders must make every day, and this book shows you how:

1. C.reate a customer experience mindset.
2. eX.ceed longterm profit expectations by focusing on both short term and long term profits.
3. L.ay out your customer experience strategy creation and stick to it.
4. E.mbark on your 90 day get started plan.
5. A.nticipate the future by being a customer experience futurist.
6. D.on't forget that employees are customers too.
7. E.valuate success and measure what can be measured.
8. R.eaffirm the priority - keep CX front and center.

Learn the laws, see how the best companies apply them, and build them into your organization to become a transformational customer experience leader!

About the Author
Blake Morgan is a leader in customer experience. As a keynote speaker and customer experience futurist, she has worked with Accor Hotels, Accenture, Adobe, Parker Hannifin, Ericsson, Omron, Verizon, and many other organizations. She is also an adjunct faculty member of the executive MBA program at Rutgers Business School and a guest lecturer at Columbia University. Her first book is More is More: How the Best Companies Work Harder and Go Farther to Create Knock-Your-Socks-Off Customer Experiences. Blake contributes to Forbes, Harvard Business Review, and Hemispheres magazine. Additionally, she hosts The Modern Customer Podcast and a weekly customer experience video series on YouTube.


Book Information
ISBN 9781400245956
Author Blake Morgan
Format Hardback
Page Count 256
Imprint HarperCollins Leadership
Publisher HarperCollins Focus
Weight(grams) 385g
Dimensions(mm) 235mm * 158mm * 23mm