July 2013
Intermediate to advanced
312 pages
5h 28m
English
Content preview from The Leadership Book, 2nd Edition
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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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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.