Obsessed: Cultivating the Customer-Driven Leader - Softcover

Inhaltsangabe

Customers are leaving. Employees are disengaging. Trust is eroding. Leadership is failing. Yet, most executives continue to believe the problem lies in strategy, technology, product, or market conditions.

They’re all wrong.

In Obsessed, organizational psychologist and experience management pioneer James H. Killian, Ph.D. reveals a simple truth: the greatest threat to a company’s success isn’t its competitors. It’s the leadership behaviors hiding inside its own walls.

Drawing on decades of research and executive advisory experience—as well as insights from some of the most respected voices in leadership, employee experience, and customer experience—Killian reveals a powerful leadership framework. The model identifies four distinct leader types: customer-avoidant, customer-tolerant, customer-centric, and customer-driven.

Through compelling stories, provocative case studies, and practical tools, Obsessed shows why some organizations inspire fierce loyalty, but others slowly drift into irrelevance. More importantly, it provides leaders with a roadmap to transform culture, align teams, and create experiences that customers love and employees are proud to deliver.

In a world where products are increasingly commoditized and trust has become the ultimate competitive advantage, customer-driven leadership is no longer optional. It is the defining characteristic of the brands that will win the future. This is not a book about customer service.

It’s a book about winning.

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