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...

1. Why does leadership matter when it comes to customer experience? -- 2. Qualities and actions of the customer-focused leader -- 3. Customer insights and priorities -- 4. Recruiting for attitude, training for excellence -- 5. Motivating and empowering your people -- 6. Communicate and praise --...

Cover -- Half Title -- Title Page -- Copyright Page -- Contents -- List of Figures -- Introduction -- Acknowledgements -- 1 The Business Case for Measurement -- Return on investment in customer service -- Measurement and service strategy -- What to measure -- Timing your measurement -- Assess...