The 8 Laws of Customer-Focused Leadership

New Rules for Building a Business Around Today’s Customer

De: Blake Morgan

Narrado por: Blake Morgan

Read by the author.

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. Create a customer experience mindset.
2. Exceed long-term profit expectations by focusing on both short term and long term profits.
3. Lay out your customer experience strategy creation and stick to it.
4. Embark on your 90 day get started plan.
5. Anticipate the future by being a customer experience futurist.
6. Don’t forget that employees are customers too.
7. Evaluate success and measure what can be measured.
8. Reaffirm 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!

Graphics, charts, and exercises from the printed text can be found in the audiobook companion PDF download.

PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.

©2024 Blake Morgan (P)2024 HarperCollins Leadership

Practical, current advice for CX and other leaders

Blake provides lots of practical, implementable advice for business leaders who want to (and should) prioritize the customer experience (CX) in their operations. She provide lots of evidence to support her points and recommendations. Her examples are recent, and she also gets into the benefits and potential risks of using AI to support CX. Overall, I recommend the book to both CX and general business leaders of businesses of any size.

Authentic advice with empathy and foresight

I enjoyed every minute of the wonderful content in this book. The advice to adopt a futurist mindset is valuable and sound. The information was inspiring and learning materials provided are a real bonus to those who want to act immediately. Business leaders need to avail themselves of this book. The author teaches how to make customers and stakeholders endeared to ororganizations, whichi is rare but needed.