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Full Description
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.
Customer Passion 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.
Contents
Chapter - 00: A short introduction to describe the philosophy of the book and how to use it;
Chapter - 01: The Mindset Reset - Starting with a customer-first attitude;
Chapter - 02: The Daily Habit Shift - Small behaviors that change culture;
Chapter - 03: Empathy in Action - Creating emotional connection;
Chapter - 04: Surprise and Delight - The art of unexpected magic;
Chapter - 05: The Feedback Flywheel - Building smart feedback loops;
Chapter - 06: CX for Every Team - Involving HR, IT, logistics, and finance;
Chapter - 07: From Rules to Empowerment - Helping employees help customers;
Chapter - 08: Celebrating the Heroes - Recognition and storytelling;
Chapter - 09: Human + Tech - Blending digital with personal touch;
Chapter - 10: Start Today - Tips to kick off your customer culture tomorrow;
