Crack The Customer Code

Renowned speaker and author Mark Sanborn shares his leadership wisdom to inspire every employee to deliver extraordinary customer experiences, every time. Leadership is not just for leaders...or followers! Leadership has always been a tricky subject, but being a customer-centric leader today is not for the weak of heart. Just knowing what needs to be done and telling your people to do it is far from enough. In fact, leading this way leads to disengaged employees, high turnover, and ultimately, poor customer experiences. “Indifference is the number one killer of relationships.” -Mark Sanborn Great customer experiences come from a team that not only knows what to do and how, but why. They know it’s not about what happens in the customer journey, but how the customer feels about it. And they need to be empowered to take the lead on behalf of customers positive emotions highlight the experience, no matter what. This is how extraordinary customer experiences are created from ordinary roles! “You don’t mana