Preview
  • The 8 Laws of Customer-Focused Leadership

  • New Rules for Building a Business Around Today’s Customer
  • By: Blake Morgan
  • Narrated by: Blake Morgan
  • Length: 6 hrs and 20 mins
  • 5.0 out of 5 stars (2 ratings)

Prime logo Prime members: New to Audible?
Get 2 free audiobooks during trial.
Pick 1 audiobook a month from our unmatched collection.
Listen all you want to thousands of included audiobooks, Originals, and podcasts.
Access exclusive sales and deals.
Premium Plus auto-renews for $14.95/mo after 30 days. Cancel anytime.

The 8 Laws of Customer-Focused Leadership

By: Blake Morgan
Narrated by: Blake Morgan
Try for $0.00

$14.95/month after 30 days. Cancel anytime.

Buy for $19.79

Buy for $19.79

Pay using card ending in
By confirming your purchase, you agree to Audible's Conditions of Use and Amazon's Privacy Notice. Taxes where applicable.

Publisher's summary

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
activate_Holiday_promo_in_buybox_DT_T2

What listeners say about The 8 Laws of Customer-Focused Leadership

Average customer ratings
Overall
  • 5 out of 5 stars
  • 5 Stars
    2
  • 4 Stars
    0
  • 3 Stars
    0
  • 2 Stars
    0
  • 1 Stars
    0
Performance
  • 4.5 out of 5 stars
  • 5 Stars
    1
  • 4 Stars
    1
  • 3 Stars
    0
  • 2 Stars
    0
  • 1 Stars
    0
Story
  • 4.5 out of 5 stars
  • 5 Stars
    1
  • 4 Stars
    1
  • 3 Stars
    0
  • 2 Stars
    0
  • 1 Stars
    0

Reviews - Please select the tabs below to change the source of reviews.

Sort by:
Filter by:
  • Overall
    5 out of 5 stars
  • Performance
    4 out of 5 stars
  • Story
    4 out of 5 stars

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.

Something went wrong. Please try again in a few minutes.

You voted on this review!

You reported this review!