366 Leading the Customer Experience by Brad Cleveland
The Marketing Book Podcast
Douglas Burdett
5.0 • 869 Ratings
🗓️ 14 January 2022
⏱️ 72 minutes
🧾️ Download transcript
Summary
Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results by Brad Cleveland
About the Book:
Many organizations and leaders struggle to respond effectively to fast-evolving customer expectations driven by innovations in products, services, and technologies such as AI and mobile.
Failing to build the necessary strategy, culture, and processes, they suffer from high costs, dissatisfied customers, and brand damage.
The mandate to get customer experience right is real and urgent. Leading the Customer Experience is a guide to shaping experiences that win loyalty and deliver outstanding business results.
It provides a bold, step-by-step approach that will get you and your team pointed in the right direction. And equipped to make sound decisions along the way.
Leading the Customer Experience is easy to understand and imminently practical. It is based on the author's extensive experience both as a founding partner of one of the world's most influential customer management organizations, and his work with B2B and B2C organizations in the private and public sectors.
The author's down-to-earth explanations cut through jargon and clutter, while stories and examples bring important principles to life. Leading the Customer Experience is relatable to anyone leading, managing, or aspiring to better understand the customer experience.
About the Author:
Brad Cleveland is known globally as one of today's foremost experts in customer strategy and management.
A sought-after consultant and speaker, he has worked in 45 of the 50 U.S. states and over 60 countries, and his clients have included many of today's service leaders like Apple, American Express, and AT&T (and those are just some of the A's on his client list). He's also advised governments in the United States, Australia, and Canada.
Brad's books and articles have been translated into over a dozen languages, and he is an instructor for LinkedIn Learning with featured courses on customer strategy and management, customer service leadership, and customer experience leadership.
He has appeared in The Wall Street Journal, Fast Company, Inc. Magazine, Forbes, U.S. News and World Report, CNN Money, the Los Angeles Times, Washington Post, Financial Times, and the New York Times, as well as on major television networks (PBS, CNBC, Fox, MSNBC, and others), and NPR's All Things Considered.
Brad was a founding partner and former CEO of the International Customer Management Institute (ICMI) now part of London-based Informa plc.
And interesting facts – he is a licensed pilot, he once flew on the Concorde from London to New York, and he read the draft version of this book out loud to his wife and daughter for 10 hours straight while on a road trip!
Click here for this episode's website page with the links mentioned during the interview...
https://www.salesartillery.com/marketing-book-podcast/leading-customer-experience-brad-cleveland
Transcript
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| 0:00.0 | This is Brad Cleveland, author of leading the customer experience how to chart a course and deliver |
| 0:05.0 | outstanding results and you are listening to the marketing book podcast |
| 0:15.0 | helping you keep up with the smartest thinking in the quickly changing field of modern marketing. |
| 0:20.0 | And now here's your host, Douglas Burdett. |
| 0:23.6 | Hello, and thanks for joining me on the marketing book podcast |
| 0:27.1 | where each week I publish an interview with the author of a new |
| 0:29.7 | marketing or sales book and which was named by Forbes |
| 0:32.2 | as one of 11 smart |
| 0:33.5 | podcasts that will keep you in the know and named by LinkedIn is one of 10 |
| 0:38.0 | podcasts that will make you a better marketer. Don't worry about taking notes. |
| 0:41.4 | You can find links to everything |
| 0:43.0 | linkable in this episode's website page at marketingbook podcast.com and |
| 0:47.6 | since you're a listener to the marketing book podcast and I read every book featured |
| 0:51.8 | on the show if I can recommend a specific |
| 0:54.4 | marketing or sales book or any other resource I know of for whatever challenge |
| 0:58.7 | you're facing send me a LinkedIn connection invite with a message indicating |
| 1:02.3 | you're a listener so I won't mistake |
| 1:04.2 | you for a spam or ignore you and I will do my best to get you pointed in the right |
| 1:08.9 | direction. I do this podcast to help me and my listeners keep up with the latest ideas that matter most |
| 1:14.8 | in the quickly changing and somewhat overwhelming world of modern marketing and sales. |
| 1:19.7 | My day job is running a marketing agency that helps manufacturers, industrial companies grow their revenue. |
| 1:25.6 | To learn more about the problems we solve and how we do it, visit sales artillery.com. |
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