New Book Explores Customer-Driven Leadership Strategies
News related to:The Customer-Driven Leader · 1 min read
NOVATO, CA, UNITED STATES, October 12, 2026 /CourierPR/ -- The Customer-Driven Leader, a new book by James H. Killian, Ph.D., has been released and is now available in eBook, paperback, and hardcover formats through Amazon and other booksellers.
Drawing on behavioral science, company case studies, and interviews with leadership and experience-management professionals, the book explores how leadership decisions influence employees' ability to deliver on an organization's customer commitments. Killian presents four leadership archetypes, Customer-Avoidant, Customer-Tolerant, Customer-Centric, and Customer-Driven, as a framework for examining the relationship between leadership intentions and organizational practices.
The book covers a range of topics, including policies and incentives that affect customer relationships, the connections between employee experience and customer outcomes, and the use of customer feedback in business decisions. Readers also receive access to an online assessment and a practical playbook accompanying the framework.
Featured contributors to the book include Bruce Temkin, founder of the Qualtrics XM Institute and the Customer Experience Professionals Association; Robert T. Hogan, a renowned expert in leadership assessment; Rob Markey, a partner at Bain & Company; Shep Hyken, a customer service and experience expert; and Annette Franz, a customer experience strategist. The foreword is written by Lou Carbone.
The book is intended for executives, people leaders, and customer-experience professionals. It is available in the following formats:
- eBook: ISBN 979-8901023013 - Paperback: ISBN 979-8901022993 - Hardcover: ISBN 979-8901023006
James H. Killian, Ph.D., is an executive advisor, keynote speaker, business professor, and founder of The Customer-Driven Leader. Across more than 25 years in leadership, employee experience, and customer experience, he has advised executives and teams at many of the world's best-known brands. Killian has held leadership roles at Marsh, Qualtrics, SAP, IBM, and Hogan Assessment Systems. He also teaches in the Broad College of Business at Michigan State University and translates behavioral science and business experience into practical tools leaders can use to strengthen culture, earn customer trust, and drive growth.