We've all encountered businesses that just seem to 'get it'. Beyond their product or service, they do everything right. They bring magic to your encounter. They take standard and make it special. They take nice and make it remarkable.

Leading the Customer-led Revolution is for brave business leaders who are charged with driving customer-led change in their organisation. It offers a framework for thinking and a plan of action to help your business become a truly customer-led organisation.

Wherever you are on the journey, this book will provide you with the focus, priorities and tools to bring the magic to your customers, and take your senior leaders and wider team on the journey with you.

In this practical, comprehensive and entertaining book, you will learn:

• what's powering the customer-led revolution and why you need to act now


• how to better understand customers to create true and lasting customer connection


• how to close the gap between your strategy and your operations


• how to avoid common pitfalls and get the edge in your industry


• how to create customer experiences that stand out from the competition


• how to unlock your customer data and use it to your advantage


• how to throw out the old ways of doing business and start your own revolution.

Leading the Customer-led Revolution takes the confusion and angst out of becoming a customer-led organisation by providing a clear and actionable roadmap for success.