The Customer Mindset Reset

101 Ways to Elevate the Customer Experience
1. Auflage 2026
ISBN: 978-1-3986-2782-6
Verlag: Kogan Page

Buch, Englisch, 256 Seiten, Format (B × H): 156 mm x 234 mm

While all companies want to be a customer-centric business, many organizations fall short when it comes to actually delivering an improved customer culture. Organizations don't ever tussle with the why, but they do struggle with the how.

The Customer Mindset Reset is a hands on, no-nonsense guide designed to help any organization actively take clear steps toward customer-centric behaviour. Packed with compelling, real-world advice and grounded in global best practices, this book provides 101 highly practical actions to embed customer culture as an everyday essential activity.

Widely recognized as one of the world's leading thinkers in the field of customer experience, Steven Van Belleghem explains that the core philosophy behind great customer experience is actually quite simple. It's about consistent behaviour, emotional connection and small actions with big impact.

In a time when AI and big tech dominate talk about customer conversations, this books shows companies how to blend automation with authentic human connection to deliver simple, person-focused and scalable best practice.

Autoren/Hrsg.

Belleghem, Steven Van

Fachgebiete

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

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.