ABSTRACT
In this chapter we’ll look at what it takes to be a great customer leader. We’ll look at why leadership is important when it comes to customer experience and distinguish between when you need to lead and when you need to manage. We’ll also take a closer look at why it’s important to have a clear vision around customer and employee engagement and how to create this. We’ll introduce you to a customer leadership model which demonstrates the attributes and qualities of a great service leader. Finally we provide an overview of the key behaviours we have noted in successful customer leaders and we’ll encourage you to rate how well you currently demonstrate these behaviours.
