Happy Customers Aren't A Strategy: Stop measuring smiles and start running a business

Description

Your CX role feels made up because it's designed that way.You're the voice of the customer, which means you're the person everyone listens to and then ignores. You've got the data, the dashboards, the meetings. You just don't have power.This isn't a book about frameworks, customer delight, or another journey map. It's what one VP of Customer Experience learned after years in luxury, DTC, and ecommerce: CX fails not because leaders lack empathy, but because the function was designed to be advisory by default. Observe friction, sure. Fix it? Someone else's job.This book shows you how to become someone the business can't make major decisions without. Not by being louder about customers, but by learning to govern the tension between what your company promises, what it can actually execute, and what it costs.That's the job. Everything else is theater.Short enough to read in one sitting. Blunt enough to challenge how CX works. Built from scar tissue, not theory.For CX leaders ready to stop going in circles and start having real influence.

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