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: Elsa Levytsky
- Length: 4 hrs and 54 mins
- Unabridged
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As a scientist or engineer, do you find the concept of marketing your work daunting? Are you struggling to get your scientific breakthrough the attention and success it deserves? The Giant's Ladder, by Elizabeth Chabe, offers a pathway to do just that. This guide is specifically crafted for scientists stepping into leadership roles, marketing professionals within scientific organizations, and communication experts in research institutions. It provides a clear, insightful approach to sharing and promoting scientific innovations, products, and services.
By: Elizabeth Chabe
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Powerful Phrases for Dealing with Workplace Conflict
- What to Say Next to De-stress the Workday, Build Collaboration, and Calm Difficult Customers
- By: Karin Hurt, David Dye
- Narrated by: Karin Hurt, David Dye
- Length: 4 hrs and 49 mins
- Unabridged
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In many workplaces today, workplace conflict is an escalating issue. The shift to remote work and hybrid teams has left many people longing for deeper human connection. On top of this, add a younger generation clamoring for more feedback and impatient for change, steady advances in technology that can feel threatening to job security, or people reexamining priorities and quietly quitting. Take the increase in anxiety, stress, and depression, mix in the loss of human relationships, and you get less tolerance and understanding leading, ultimately, to more unresolved workplace conflict.
By: Karin Hurt, and others
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Unstoppable Brain
- The New Neuroscience That Frees Us from Failure, Eases Our Stress, and Creates Lasting Change
- By: Kyra Bobinet
- Narrated by: Kyra Bobinet MD MPH
- Length: 6 hrs and 40 mins
- Unabridged
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We all want the power and motivation to create change in our lives. But how to get that in a stumbling dance of one step forward and two steps back? Negative emotions run rampant in many people's lives today; a reality that feels like a shrink wrap of suffering. Popular fallback solutions of performance-based goals and tools focus on extrinsic rewards like fame, wealth, or winning. But overuse of those rewards doesn't work for the long term and in fact weakens our confidence and motivation over time, leaving us vulnerable to failure and shame.
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Must Read Brain Science on Motivation and Personal Change
- By Richard Tuley Jr. on 07-25-24
By: Kyra Bobinet
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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 Seven Pillars of Customer Success
- A Proven Framework to Drive Impactful Client Outcomes for Your Company
- By: Wayne McCulloch
- Narrated by: Nick Hardcastle
- Length: 8 hrs and 6 mins
- Unabridged
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Wayne McCulloch has more than 25 years of experience in the software industry — years spent in training, adoption, and customer experience, the building blocks for customer success. Now he’s sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization.
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WOW - Actionable Steps
- By livinglikelauren on 12-22-23
By: Wayne McCulloch
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People Buy You
- The Real Secret to What Matters Most in Business
- By: Jeb Blount
- Narrated by: Mel Foster
- Length: 4 hrs and 59 mins
- Unabridged
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What is most important to your success as a sales or business professional? Is it education, experience, product knowledge, job title, territory, or business dress? Is it your company's reputation, product, price, marketing collateral, delivery lead times, in stock ratios, service guarantees, management strength, or warehouse location? Is it testimonials, the latest Forbes write up, or brand awareness? Is it the investment in the latest CRM software, business 2.0 tools, or social media strategy?
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You will improve your communication skills!
- By Cheri's my kitty on 12-02-20
By: Jeb Blount
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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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Democracy
- A User's Guide
- By: Joss Sheldon
- Narrated by: Ian Pringle
- Length: 13 hrs and 28 mins
- Unabridged
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They say we live in a democracy. We are free, and we should be grateful. But just how “free” are we? How democratic are our so-called “democracies”? Is it enough to simply elect our leaders and sit back, helpless, as they rule over us like dictators? What good is selecting our politicians, if we cannot control our media, police, or soldiers?
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A Schizophrenic's Romp
- By mike s. on 01-18-21
By: Joss Sheldon
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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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The First-Time Manager: Sales
- First-Time Manager Series
- By: Mike Weinberg
- Narrated by: Mike Weinberg
- Length: 5 hrs and 51 mins
- Unabridged
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As a top-performing sales professional, you know how to own your calendar, focus your energy, create opportunities, navigate the sales process, negotiate, and close deals. Yet, if you are like most new sales managers, there is still so much you don’t know and that can trip you up if you aren’t careful. Luckily, Mike Weinberg knows the pitfalls to avoid and mindset changes needed to successfully make the leap. This powerful new resource contains candid guidance on how to master your expanded responsibilities like a pro.
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So much wisdom in one book!
- By Adam Allen on 09-11-23
By: Mike Weinberg
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Customer Centricity
- Focus on the Right Customers for Strategic Advantage (Wharton Executive Essentials)
- By: Peter Fader
- Narrated by: Patrick Lawlor
- Length: 3 hrs and 4 mins
- Unabridged
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Despite what the old adage says, the customer is not always right. Even companies that can seemingly do no wrong-like the coffeehouse giant Starbucks-have only recently started to figure this out.
By: Peter Fader
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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- 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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