TY  - BOOK
AU  - Cook,Sarah
TI  - Leading the customer experience: inspirational service leadership 
SN  - 9781472447692 (hardback : alk. paper)
AV  - HF 5415.5 
PY  - 2015///]
CY  - Farnham, Surrey, England, Burlington, VT
PB  - Gower
KW  - Customer services
KW  - Leadership
KW  - Customer relations
N1  - Includes bibliographical references (pages 159-162) and index; 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 praise -- Improve and innovate -- Consistently consistent -- Bibliography -- Index
ER  -