The 8 Laws of Customer-Focused Leadership
New Rules for Building a Business Around Today’s Customer
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Narrated by:
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Blake Morgan
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By:
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Blake Morgan
About this listen
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:
- Create a customer experience mindset.
- Exceed long-term profit expectations by focusing on both short term and long term profits.
- Lay out your customer experience strategy creation and stick to it.
- Embark on your 90 day get started plan.
- Anticipate the future by being a customer experience futurist.
- Don’t forget that employees are customers too.
- Evaluate success and measure what can be measured.
- 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 LeadershipRelated to this topic
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- Narrated by: Jeb Blount
- Length: 9 hrs and 2 mins
- Unabridged
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The sales profession is in the midst of a perfect storm. Buyers have more power - more information, more at stake, and more control over the sales process - than any time in history. Technology is bringing disruptive change at an ever-increasing pace, creating fear and uncertainty that leaves buyers clinging to the status quo.
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Effective Approach to EQ Sales Mastery
- By Joe on 07-20-17
By: Jeb Blount
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Start. Scale. Exit. Repeat.
- Serial Entrepreneurs' Secrets Revealed!
- By: Colin C. Campbell
- Narrated by: Rob Graham
- Length: 10 hrs and 5 mins
- Unabridged
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Get inside the minds of 30+ experts, authors, and seasoned entrepreneurs and learn from their hard-earned lessons. Discover the winning patterns of successful businesses and apply them to your own startup. Build a competitive edge and protect your business with a proven formula to scale up, add zeros to your revenue and profits, and crush the competition. Avoid common pitfalls and master the art of hacking your way to growth.
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Quite animated
- By Colin on 06-19-24
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The Hive Mind at Work
- Harnessing the Power of Group Intelligence to Create Meaningful and Lasting Change
- By: Siobhan McHale
- Narrated by: Siobhan McHale
- Length: 8 hrs and 23 mins
- Unabridged
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With so many forces of change buffeting the business world today, a scary state of flux has replaced any sense of certainty, stability, and familiarity, delivering a wake-up call to make crucial changes happen, make them happen quickly, and make them stick. Traditional approaches to change management fall into one of two categories, but neither of these models offer a full picture to what really happens in an organization. Siobhan McHale offers a third option: organizations are complex ecosystems that require a Hive Mind or Group Intelligence (GQ) to bring about meaningful and lasting change.
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Game changer
- By WiggoE on 10-19-24
By: Siobhan McHale
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Hard Asks Made Easy
- How to Get Exactly What You Want
- By: Laura Fredricks
- Narrated by: Laura Fredricks JD
- Length: 4 hrs and 34 mins
- Unabridged
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The things you really want in life are often the most difficult to ask for. Best-selling author and speaker, ASK expert Laura Fredricks knows that, and she knows how to ask anyone for anything with comfort, confidence, and ease.
By: Laura Fredricks
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Code of Conduct
- Tales of the Roller Coaster of Life
- By: Scott Freidheim
- Narrated by: Chris Abell
- Length: 3 hrs and 59 mins
- Unabridged
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Performance
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Discover the transformative power of Code of Conduct, Scott Freidheim’s captivating book recounting his front-row view of history-making events. From sprinting out of the World Financial Center on 9/11 to dining with royalty at Buckingham Palace, Scott shares first-hand experiences navigating business amid the Arab Spring, engaging icons like Michael Jackson, and even averting tragedy. This insightful recollection takes listeners on a wild ride through many unforgettable moments in our collective history.
By: Scott Freidheim
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Multipliers, Revised and Updated
- How the Best Leaders Make Everyone Smarter
- By: Liz Wiseman, Stephen Covey - foreword
- Narrated by: Liz Wiseman, John Meagher
- Length: 11 hrs and 24 mins
- Unabridged
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We've all had experiences with two dramatically different types of leaders. The first type drain intelligence, energy, and capability from the people around them and always need to be the smartest people in the room. These are the idea killers, the energy sappers, the diminishers of talent and commitment. On the other side of the spectrum are leaders who use their intelligence to amplify the smarts and capabilities of the people around them.
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Good points, but highly repetitive
- By 9a7ner on 02-27-19
By: Liz Wiseman, and others
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Principles for Dealing with the Changing World Order
- Why Nations Succeed or Fail
- By: Ray Dalio
- Narrated by: Jeremy Bobb, Ray Dalio
- Length: 16 hrs and 48 mins
- Unabridged
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From legendary investor Ray Dalio, author of the number-one New York Times best seller Principles, who has spent half a century studying global economies and markets, Principles for Dealing with the Changing World Order examines history’s most turbulent economic and political periods to reveal why the times ahead will likely be radically different from those we’ve experienced in our lifetimes - and to offer practical advice on how to navigate them well.
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Ray Dalio, Chinas New Minister of Propoganda
- By Dudley on 01-04-22
By: Ray Dalio
What listeners say about The 8 Laws of Customer-Focused Leadership
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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Overall
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Performance
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- Andy Z
- 08-13-24
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.
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Overall
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Performance
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Story
- Alexandra Whittington
- 12-04-24
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.
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