New Release · Routledge / Productivity Press
Who Speaks for the Customer?
Improving Results with a Customer-Centered Framework
Who This Book Is For
For Leaders Who Want Real Results
Who Speaks for the Customer? was written for those who want to understand the direct link between customer experience and financial results — and understand how to actually do something about it.
Written in plain language with real-world examples, graphic images, and case studies, it works equally well as a business school text or a practical guide for entrepreneurs and working professionals looking to apply specific tactics immediately.
The goal is straightforward: better-equipped business leaders produce better financial results — and along the way, all of us who are customers benefit too.
About the Book
Closing the Gap Between Customer Experience and the Bottom Line
Customer experience is essential for business success, yet most executives and managers lack a full understanding of what that means for their bottom line.
Who Speaks for the Customer? uniquely focuses on closing that gap by linking customer experience to business economics. It provides both a mindset and a practical framework to elevate the customer's voice to the strategic level — demonstrating how outstanding customer experience and solid profitability go hand in hand.
Businesses must constantly change and adapt. Whether driven by economic shifts, new technology, globalization, or disruption — most recently AI — companies tend to respond with an internal focus that too often comes at the expense of the customer. This book shows you how to change that, and how to manage the natural friction that exists with change.
If you are an executive, manager, or business student, this book offers proven techniques to transform how your organization operates, improve your customer experience, and drive measurable financial results.
What People are Saying
Praise for the Book
Every CEO wants growth charts that go up and to the right. The secret is: your customers have to achieve their success. This book makes it clear — and shows you how.
Nick Mehta
CEO, Gainsight
Irene Lefton provides a detailed answer. Who Speaks for the Customer? details both the what, and, more importantly, why. It is required reading for every CS professional and CxO.
Mikael Blaisdell
Executive Director, The Customer Success Association
It equips the next generation of business leaders with the essential customer "muscle" needed to build thriving, resilient, and customer-centric companies.
Donna Weber
Customer Value Expert & Author of Onboarding Matters
Meet the Author
Irene F. Lefton
Irene Lefton is an author, Customer Success strategist, and longtime advocate for the voice of the customer. Recognized multiple times as a Top 100 Customer Success Strategist, she has built and led global professional services, support, and customer success teams across the US, Europe, and Asia — spanning industries, business models, and companies of all sizes.
Her career has been driven by a simple belief: that centering the customer is not just the right thing to do, it's good business.
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