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5 #Leadership Books You Must Read in 2019

CX Journey

I believe the latest edition was updated in 2004. This book chronicles Bob's history with Barry-Wehmiller and, more importantly, his own epiphany about leadership, i.e., that leaders have an awesome responsibility over their employees and must treat people like people.

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Proving the ROI of the Chief Customer Officer Role, With Enrique Gomez Alonso – CB71

Customer Bliss

Before joining Zurich he worked from 2004 to 2015 at Vodafone Spain in several roles such as Head of Customer experience, Head of Strategic Planning or Head of Competitive and Business Intelligence. This is a crucial situation with CX leadership right now. You need to have passion for what you do. You need to believe the role matters.

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Make the Experience Faster and More Personal

Michelli Experience

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment.

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ROI and the Secure Customer Index (SCI)

Horizon CX

As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. In 2004, D. Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. The analogy of pushing wet spaghetti up a hill was often raised.

ROI 130
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Culture’s Impact on Customer Experience - Transforming the Customer Experience

Kristina Evey

Needle ( 2004 ), stated that organizational culture represents the collective values, beliefs, and principles of organizational members. I stress that Leadership should have the most input on the desired culture definition. Employee -vs- Leadership mindset. The Business Dictionary). Employee turnover. Customer churn.

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Episode 2 ? The Impact of Your Corporate Core Values on the Customer Experience - Transforming the Customer Experience

Kristina Evey

Needle ( 2004 ), stated that organizational culture represents the collective values, beliefs and principles of organizational members. I stress that Leadership should ultimately have the most input on the desired culture definition. Staff will follow the example set by leadership, both good and bad. Customer churn.

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How to Create a Successful Customer Loyalty Program

Michelli Experience

Having worked with Starbucks since 2004, as I began my journey to my first of two books about them ( The Starbucks Experience and later Leading the Starbucks Way ), friends and colleagues are quick to contact me whenever Starbucks makes the news. That goes for both good and bad news!