Deliver exceptional customer service and engender employee loyalty

Reading Lead with Your Customer: Transforming Your Culture and Brand into World-Class Excellence by Mark David Jones and J. Jeff Kober

Every organization has two customers:
internal customers (employees) and external customers (consumers);
build employee engagement and boost customer service

Promise is a key P in marketing P (Promise, People, Place, Process, Product, Promotion, Price)
 - culture promise (internal)
 - brand promise (external)

Next, only as good as people (employees and customers)
 - operations process (internal), delivery ( external )
 - internal product (compensation/benefits), external product is the entire customer interaction with brand
 - customer price is cost + buying experience, employees time + effort spent working

Tangible, pragmatic best practice chains together Leadership, employee engagement, customer satisfaction, loyalty and long-term success

Customer compass: know what customers want, shape products and services accordingly (needs, expectations, style, walk)

14 years ago, Joseph Pine wrote about Authenticity, where service customization - giving a great experience - is rendering authenticity.

But how do you render authenticity (Hamlet: internally "to thine own self, be true" externally "be what you say you are")