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The Leadership Book, 2nd Edition by Mark Anderson

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The customer journey 1: customer experience

Even as you instil the ‘importance of the customer’, you must embark on a detailed understanding of those points of ‘engagement’ with the customer to ensure that they deliver to the customer’s expectations.

Frequency – regular reviews.

Key participants – all staff without exception.

Leadership rating ****

Objective

As leader you are the ultimate champion of the customer. No one else can be, and if the organisation sees that the leader puts the customer in lower than first place, it will ultimately follow this lead – and the customer will be repeatedly and increasingly disappointed. Some part of this ‘importance of the customer’ is, of course, ensuring that products and services meet customer ...

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