Publisher's Synopsis
If you want to raise the bar on creating memorable customer experiences, then this book is your roadmap." --Valerie Willis, VP, Tom Peters Company The core premise is that whether you have 10 or 10,000 staff members in your organization, leaders have a foundational responsibility to ensure that workers at all levels are well prepared and informed to understand their influence on customers. This book was written to, first, clearly outline the benefits of a workforce-wide Chief Moment Officer strategy and, second, to offer many ways to bring the strategy to life depending upon the current state of a company's customer experience performance. If you are ready to explore the power of moment by moment, person by person customer engagement, this is a quick and rich guide to ways to stretch your thinking and stretch the impact all staff can have to exceed the expectations and imagination of current and new customers.
