100,000+ Books, Games & Puzzles in-stock 🇳🇿

🏆Don't forget Father's Day this Sunday! Auckland Bookstore open 8:30am-5:00pm Sat & Sun 🎉

Leading the Customer Experience

How to Chart a Course and Deliver Outstanding Results
By Brad Cleveland
0.0 (0 reviews)
Book Hero Magic crafted this summary to help describe this book. While it's new and still learning, it may not be perfect - your feedback is welcome! Summary
Leading the Customer Experience tackles the urgent need for organisations to build effective strategies, cultures and processes that address rapidly evolving customer expectations shaped by technologies like AI and mobile. Drawing from Brad Cleveland's extensive industry expertise, the book offers a clear, practical roadmap to create outstanding customer experiences that drive loyalty and beneficial business outcomes. With accessible language, real-world stories and actionable guidance, it is designed for anyone involved in leading or managing customer experience initiatives.
Read More
Format: Paperback / softback
$7899
AVAILABLE WITH SUPPLIER Ships from our Auckland warehouse within 3-4 weeks

Found a better price? Request a price match

Book Hero Magic created this recommendation. While it's new and still learning, it may not be perfect - your feedback is welcome! IS THIS YOUR NEXT READ?

This book is ideal for business leaders, managers and professionals across sectors who are responsible for or interested in enhancing customer experience. It is especially relevant for those seeking strategic frameworks and practical advice on adapting to technological changes and improving customer loyalty.

Book Hero thinking about your next read

Lead your organization with a customer experience vision that captures the voice of the customer and empowers employees to improve how they develop, market and sell your products and services.

Book Hero Magic formatted this description to make it easier to read. While it's new and still learning, it may not be perfect - your feedback is welcome! Description

DISTINGUISHED FAVOURITE: NYC Big Book Award 2021 - Marketing & PR

Many organisations and leaders struggle to respond effectively to fast-evolving customer expectations driven by innovations in products, services, and technologies such as AI and mobile. Failing to build the necessary strategy, culture, and processes, they suffer from high costs, dissatisfied customers, and brand damage.

The mandate to get customer experience

Book Hero Magic summarised reviews for this book. While it's new and still learning, it may not be perfect - your feedback is welcome! HOW HAS THIS BEEN REVIEWED?

Praised by marketing and customer experience leaders such as Seth Godin and Jeanne Bliss, Leading the Customer Experience is recognised for its expert, practical approach. Reviewers highlight its value as a comprehensive guide that cuts through jargon and delivers meaningful lessons to advance both strategy and leadership. It is recommended for its clarity, real-world applicability, and depth of insight into customer experience leadership.

Book Hero reading reviews

Book Details

INFORMATION

ISBN: 9781789666878

Publisher: Kogan Page Ltd

Format: Paperback / softback

Date Published: 03 May 2021

Country: United Kingdom

Imprint: Kogan Page Ltd

Contributors:

  • Foreword by Scott McKain

Audience: Tertiary education, Professional and scholarly

DIMENSIONS

Spine width: 15.0mm

Width: 165.0mm

Height: 235.0mm

Weight: 430g

Pages: 280

Collections

Brad Cleveland Business & Entrepreneurship Business Leadership & Management Business Strategy & Negotiation Marketing & Sales Non-Fiction

About the Author

Brad Cleveland is known globally as one of today's foremost experts in customer strategy and management. He has worked across 45 states and 60 countries for clients as diverse as American Express, Apple, USAA, the University of California and the federal governments of Australia, Canada and the U.S. His books, articles and LinkedIn Learning courses have been translated into a dozen languages. He was a founding partner and former CEO of the International Customer Management Institute. Today, he is a sought-after consultant and speaker. He divides his time between Sun Valley, Idaho and San Diego, California.

More from Business & Entrepreneurship

View all
  • How To Be Wrong
    Sometimes the only way to be right is to get comfortable with being wrong. Most startup advice is dangerously misguided. The mythology of the lone genius founder, the obsession with capital raising, and the theatre of startup ecosystems lead countless ventures astray. Drawing on two decades at the heart of New Zealand's most successful technology companies – Trade Me, Xero,...
    By Rowan Simpson
    Paperback
    $3600
    Elsewhere:
    $3999
    (1)
    In Stock
    Ships Monday
  • On Sale
    12% off
    Roadmap to Property Success
    Ready to ditch the 9-to-5 and build lasting wealth through property? In Roadmap to Property Success, seasoned investor and coach Steve Goodey shares the exact strategies that helped him – and thousands of Kiwis – build sustainable property portfolios from scratch. With real-life lessons, hard-won wisdom, and zero sugar-coating, this is your no-BS guide to property investing in New Zealand....
    By Steve Goodey
    Paperback
    $2800
    Elsewhere:
    $3999
    In Stock
    Ships Monday
  • Shoe Dog
    Shoe Dog by Phil Knight is a riveting memoir that unveils the remarkable journey behind the creation of Nike, one of the world's most iconic and successful brands. Phil Knight's story begins in 1962, when fresh out of business school, he embarks on a daring entrepreneurial adventure with a radical premise: to import high-quality, low-cost athletic shoes from Japan. Armed...
    By Phil Knight
    Paperback
    $2400
    Elsewhere:
    $2899
    (1)
    In Stock
    Ships Monday
  • On Sale
    19% off
    Business Made Simple
    Business Made Simple by Donald Miller is an essential guide for anyone looking to elevate their career and create a profitable business. This practical book offers sixty daily readings, each accompanied by insightful videos, designed to help professionals and business owners gain a clear understanding of how successful businesses operate. Rather than relying on theoretical knowledge, Miller shares actionable strategies...
    By Donald Miller
    Paperback
    $2100
    Elsewhere:
    $3000
    In Stock
    Ships Monday
  • The Five Dysfunctions of a Team
    In The Five Dysfunctions of a Team Patrick Lencioni once again offers a leadership fable that is as enthralling and instructive as his first two best-selling books, The Five Temptations of a CEO and The Four Obsessions of an Extraordinary Executive. This time, he turns his keen intellect and storytelling power to the fascinating, complex world of teams. Kathryn Petersen,...
    By Patrick M. Lencioni
    Hardback
    $4299
    Elsewhere:
    $5199
    (1)
    In Stock
    Ships Monday
  • Tim's Pick Tim's Pick
    Good To Great
    Good to Great by Jim Collins is an authoritative guide that investigates what takes a company from mere mediocrity to exceptional greatness. This acclaimed work is based on a five-year research project comparing teams that made that leap to those that didn’t. Collins and his research team examined financial performance, management practices, and corporate culture to distill the essential factors...
    By Jim Collins
    Hardback
    $5400
    Elsewhere:
    $6000
    (3)
    In Stock
    Ships Monday
  • This Is Strategy
    From Seth Godin, one of the world's most influential business thinkers and bestselling author of This is Marketing, comes an essential guide to thinking strategically in a complex, ever-changing world."With his signature clarity and brevity, the marketing maven presents memorable, practical advice for making smarter plans." —Adam Grant, author of Think AgainIn this unique and thought-provoking book, Godin shares insights on...
    By Seth Godin
    Paperback
    $3150
    Elsewhere:
    $3999
    (1)
    Available
    Ships in 4-6 weeks
  • On Sale
    20% off
    Tim's Pick Tim's Pick
    Zero to One
    Zero to One by Blake Masters and Peter Thiel is a ground-breaking and thought-provoking examination of innovation and what it takes for a new company to prosper. Written by Peter Thiel, the co-founder of one of the most successful tech start-ups in history, this book provides a fresh perspective on how to build a valuable and unique enterprise in a...
    By Blake Masters and Peter Thiel
    Paperback
    $2000
    Elsewhere:
    $3000
    In Stock
    Ships Monday
  • Tim's Pick Tim's Pick
    Blue Ocean Strategy, Expanded Edition
    Blue Ocean Strategy, Expanded Edition by W. Chan Kim and Renée A. Mauborgne is an essential guide for anyone looking to transform their business strategies and leap into untapped market spaces. This acclaimed book illustrates how companies can break free from the traditional war of competition and instead, create their own "blue oceans" of uncontested market space. The authors delve...
    By W. Chan Kim and Rene A. Mauborgne
    Hardback
    $5700
    Elsewhere:
    $6499
    (1)
    In Stock
    Ships Monday
  • The Toyota Way, Second Edition: 14 Management Principles from the World's Greatest Manufacturer
    Explore the enlightened path to transformational business success with the updated and expanded edition of Jeffrey Liker's acclaimed work, The Toyota Way, Second Edition: 14 Management Principles from the World's Greatest Manufacturer. Delve into the legendary business philosophy that has placed Toyota at the pinnacle of global manufacturing excellence. In this highly anticipated update, Jeffrey Liker refines and broadens the...
    By Jeffrey Liker
    Hardback
    $8500
    (1)
    Available
    Ships in 2-3 weeks
  • On Sale
    13% off
    High Output Management
    High Output Management by Andrew S. Grove is a legendary business book and a Silicon Valley staple. Written by the former chairman and CEO of Intel, it offers invaluable insights into the art of managing and running a successful company. This practical handbook provides guidance for navigating real-life business scenarios and serves as a powerful manifesto that has the potential...
    By Andrew S. Grove
    Paperback
    $2800
    Elsewhere:
    $3700
    In Stock
    Ships Monday
  • How to Grow Your Small Business
    The Wall Street Journal Bestseller For so many entrepreneurs, running a small business ended up looking different than they imagined. They’re stressed, discouraged, and not confident in their plan for growth. In How to Grow Your Small Business, Donald Miller gives entrepreneurs a 6-step plan to grow their businesses so they produce dependable, predictable results. Using the exact steps you’ll...
    By Donald Miller
    Paperback
    $2900
    Elsewhere:
    $3500
    In Stock
    Ships Monday

Why buy from us?

Book Hero is not a chain store or big box retailer. We're an independent 100% NZ-owned business on a mission to help more Kiwis rediscover a love of books and reading!

Service & Delivery

Service & Delivery

Our warehouse in Auckland holds over 100,000 books, toys, board games and puzzles in-stock so you're not waiting for your order to arrive from overseas.

Auckland Bookstore

Auckland Bookstore

We're primarily an online store, but for your convenience you can pick up your order for free from our bookstore, which is right next door to our warehouse in Hobsonville.

Our Gifting Service

Our Gifting Service

Books make wonderful thoughtful gifts and we're here to help with gift-wrapping and cards. We can even send your gift directly to your loved one.

Business & Entrepreneurship lists from the team

Explore our curated lists from our heroes to find your next read!

The Latest at Book Hero

View all