Acknowledgments -- Preface -- Why does leadership matter when it comes to customer experience? -- The qualities of the customer focused leader -- Customer insights and priorities -- Recruiting for attitude, training for excellence -- Motivating and empowering your people -- Communicate and...

1. Why does leadership matter when it comes to customer experience? -- 2. Qualities and actions of the customer-focused leader -- 3. Customer insights and priorities -- 4. Recruiting for attitude, training for excellence -- 5. Motivating and empowering your people -- 6. Communicate and praise --...