The massive impact of leadership and culture on the customer experience

Colin Shaw and John Ivens

Chapter 7 in Building Great Customer Experiences, 2002, pp 117-137 from Palgrave Macmillan

Abstract: Abstract Leadership is everything. Leadership is the single most important thing in our business. Unless the general manager of the shop is leading the team and providing a well managed, secure, well organized and inspirational environment, there is no customer experience. There can be all sorts of components to leadership, but one part of leadership is having very clear values and very clear ideas about what is important. The second part is looking after your people. If you have got a clear idea of where you want to go and you look after your people, there will be a good chance of getting there. It is the most important thing in our whole business.

Keywords: Customer Satisfaction; Leadership Behaviour; Customer Experience; Culture Mapping; Customer Satisfaction Index (search for similar items in EconPapers)
Date: 2002
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-55471-9_7

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DOI: 10.1057/9780230554719_7

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