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Customer Passion

101 Ways to Meet Customer Expectations and Stand Out

Packed with real-world examples and grounded in best practices, learn how to deliver multi-layered experiences which will surprise and delight customers in equal measure

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EAN: 9781398627826

Edition: 1

Published: 03 Jul 2026

Format: 234 x 156

256 pages

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About the book

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.

About the authors

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.

Steven Van Belleghem

- 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;