Obsessed: Cultivating the Customer-Driven Leader - Couverture souple

Killian Ph.D., James H.

Couverture souple

ISBN 13 : 9798901022993

Editeur : Manuscripts LLC, 2026

Synopsis

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.

A propos du livre

À propos de l'auteur

James H. Killian, Ph.D., is an executive advisor and former faculty member at the Broad College of Business at Michigan State University, where he taught leadership strategy, employee experience, and customer experience. He is also the founder of The Customer-Driven Leader, a framework designed to build cultures that enhance both employee and customer outcomes.He has held leadership positions at companies such as Marsh, Qualtrics, SAP, IBM, Hogan Assessment Systems and helped lead several startups to record growth and acquisition. His work has been featured in Forbes, HR Executive Magazine, and HRM Outlook Magazine, and he is a presenter at conferences such as SIOP and a keynote speaker at Workhuman Live in 2026. He lives in the San Francisco Bay Area and is an avid fitness enthusiast and foodie.

Détails de l'édition

• Éditeur: Manuscripts LLC
• Date d'édition: 2026
• Langue: anglais
• ISBN 13: 9798901022993
• Reliure: Broché
• Nombre de pages: 276
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible