Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results

Review
"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)
"Brad applied his vast, multi-industry experience and expertise to the intimately connected and burgeoning realm of customer experience. Today, the stakes for any company looking to survive, compete and grow in an ever-increasing customer expectations environment are higher than ever. By devouring and applying the concepts, strategies and tactics meticulously outlined in Leading the Customer Experience, CX leaders have a fighting chance of coming out on top." ― Dominick J Keenaghan, President, INSIGHTS Middle East, Dubai
"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
"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
"Brad Cleveland has spent decades traveling the globe witnessing the upside and downside of customer experience first-hand. This book captures not only his most valuable insights, but also provides a roadmap for customer experience leaders on how to approach strategy, planning and operations more effectively. Brad's voice is accessible, informed and practical. You'll be referencing this business-critical guide for years to come!" ― Tara Gibb, Group Portfolio Director, ICMI and HDI, parts of Informa
"Our city is going through an explosive growth period as many people look for the small town, outdoor recreational, experience. It could be easy to lose focus on our customers: our citizens, visitors and business owners. Brad's book comes just in time to reemphasize our dedication to the customer experience. It will be a valuable tool in thinking about and implementing our strategic planning, our organizational structure and our continual evaluation of success." ― Peter Hendricks, Mayor, Sun Valley, Idaho
"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
"An amazing customer experience doesn't just happen. It takes work and involves everyone in the organization. Brad's book provides an easily digestible foundation for anyone in any role or industry to remove barriers and elevate the customer experience while continuing to adjust to ever evolving customer needs." ― Jenny Dempsey, Consumer Experience Manager, Apeel Sciences
"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
"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.
"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 ope