CX Reading List For Executives
July 27, 2012 1 Comment
Here’s a short list of posts that I’d recommend sharing with executives that want to get up to speed on customer experience:
- The 6 Laws Of Customer Experience. Every executive should understand these fundamental drivers of how organizations deliver customer experience.
- 10 CX Mistakes to Avoid. Highlights common mistakes that inhibit customer experience efforts and provides advice for overcoming these obstacles.
- The Four Customer Experience Core Competencies. The path to customer-centricity requires mastering these four competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. The report also has a self-assessment tool that execs can use to gauge their organization.
- The Future of Customer Experience. Shows where customer experience is heading and identifies competencies and skills necessary to gain CX maturity.
- My Manifesto: Great Customer Experience Is Free. Provides a perspective of how to think about customer experience management.
- The ROI of Customer Experience. Shows the link between good customer experience and higher loyalty and revenues.
- Three Characteristics Of Transformational Leaders. Identifies what leaders need to do if they want to drive change in their organizations.
- Leadership Principles for Changing Corporate Culture. Advice for executives that are focusing on their company culture.
If you can get your senior executives to spend 60 minutes reading through this material, then they should have a much better understanding about what it takes to build a more customer-centric organization. If they show some interest, then sign them up for the monthly CX Journal so they can continue on their CX learning journey.
The bottom line: An informed senior executive is a critical CX asset.