Customer Passion

101 Ways to Meet Customer Expectations and Stand Out
1. Auflage 2026
ISBN: 978-1-3986-2782-6
Verlag: Kogan Page Ltd

Buch, Englisch, 248 Seiten, Format (B × H): 156 mm x 234 mm

Build a customer culture that drives consistent, human-centred business results.

Customer Passion by Steven Van Belleghem is a practical, evidence-based guide for managers, team leads and business strategists who want to translate customer-centric principles into measurable performance. Moving beyond theory, it offers a framework for embedding customer-first behaviour into everyday operations through 101 actionable steps, proven strategies and real-world case studies.

You'll discover how to:

- Apply customer experience principles that improve engagement and loyalty
- Implement practical models that turn empathy into operational excellence
- Optimize processes to align automation with authentic human connection
- Develop consistent habits that create emotional impact and brand trust
- Build credibility by applying frameworks used by leading global organizations

Grounded in real-world insight and shaped by global best practice, Customer Passion helps professionals bridge the gap between intention and execution. It equips leaders to implement change, influence culture and strengthen business value through a customer-first approach.

Themes include: customer strategy, experience design, behavioural frameworks, culture change, AI integration, service optimization

Autoren/Hrsg.

Belleghem, Steven Van

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management E-Commerce, E-Business, E-Marketing
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Vertrieb
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege

Inhaltsverzeichnis

Chapter - 00: A short introduction to describe the philosophy of the book and how to use it; Chapter - 01: The Mindset Reset - Starting with a customer-first attitude; Chapter - 02: The Daily Habit Shift - Small behaviors that change culture; Chapter - 03: Empathy in Action - Creating emotional connection; Chapter - 04: Surprise and Delight - The art of unexpected magic; Chapter - 05: The Feedback Flywheel - Building smart feedback loops; Chapter - 06: CX for Every Team - Involving HR, IT, logistics, and finance; Chapter - 07: From Rules to Empowerment - Helping employees help customers; Chapter - 08: Celebrating the Heroes - Recognition and storytelling; Chapter - 09: Human + Tech - Blending digital with personal touch; Chapter - 10: Start Today - Tips to kick off your customer culture tomorrow;

Über Autor(innen)

Belleghem, Steven Van
Steven Van Belleghem is a successful entrepreneur, academic, speaker and author. He is a Managing Partner of InSites Consulting, (a fast growing market research & consultancy firm), Professor at Vlerick Leuven Gent Management School and author of The Conversation Manager.

Steven Van Belleghem is an entrepreneur, academic, speaker and award-winning author, based in Ghent, Belgium. He is a Managing Partner of InSites Consulting, and part time professor at Vlerick Business School and a guest lecturer at London Business School. He is the author of When Digital Becomes Human and The Conversation Company.