- Is written by award-winning author, Steven Van Belleghem, widely regarded as one of the world's leading thinkers on customer experience
- Features real-world examples from organizations including Nehaus, Tomorrowlan, Mr. Beast, Atlantis The Palm Dubai, Ritz Carlton, In&Out Burger
- Explains how anyone in an organization, from front-facing roles through to HR, IT logistics and finance can - and should be - involved in improving CX
- Enables readers to combine a human-centric approach with technology tools and AI best practices
- Shows how any organization, in any sector, can have a customer-first attitude by using small behavior shifts to change company culture
Customer Passion
101 Ways to Meet Customer Expectations and Stand Out
Packed with real-world examples and grounded in best practices, learn how to deliver multi-layered experiences which will surprise and delight customers in equal measure
Key features at a glance
EAN: 9781398627826
Edition: 1
Published:
Format: 234x156
256 pages
About the book
While all companies want to be a customer-centric business, many organizations fall short when it comes to actually delivering an improved customer culture. Organizations don't ever tussle with the why, but they do struggle with the how.
The Customer Mindset Reset is a hands on, no-nonsense guide designed to help any organization actively take clear steps toward customer-centric behaviour. Packed with compelling, real-world advice and grounded in global best practices, this book provides 101 highly practical actions to embed customer culture as an everyday essential activity.
Widely recognized as one of the world's leading thinkers in the field of customer experience, Steven Van Belleghem explains that the core philosophy behind great customer experience is actually quite simple. It's about consistent behaviour, emotional connection and small actions with big impact.
In a time when AI and big tech dominate talk about customer conversations, this books shows companies how to blend automation with authentic human connection to deliver simple, person-focused and scalable best practice.
About the authors
Steven Van Belleghem is an entrepreneur, academic, speaker and award-winning author, based in Ghent, Belgium. He is a Managing Partner of InSites Consulting, and part time professor at Vlerick Business School and a guest lecturer at London Business School. He is the author of When Digital Becomes Human and The Conversation Company.
Related products
