Chief customer officer 2.0 : how to build your customer-driven growth engine

Author

• Bliss, Jeannie

Additional Author(s)

-

Publisher

Hoboken, New Jersey: John Wiley & Sons Ltd, 2015

Language

English

ISBN

9781119154853

Series

Subject(s)

• CUSTOMER RELATIONS--MANAGEMENT
• INDUSTRIAL MANAGEMENT

Notes

. .

Abstract

A Customer Experience Roadmap to Transform Your Business and Culture
Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world.
And it will take years off your learning curve.
Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers.
1. Manage and Honor Customers as Assets
2. Align Around Experience
3. Build a Customer Listening Path
4. Proactive Experience Reliability and Innovation
5. One Company Accountability, Leadership & Decision Making
Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning.
Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine.

Physical Dimension

Number of Page(s)

1 online resource (xvi, 272 p.)

Dimension

-

Other Desc.

-

Summary / Review / Table of Content

Introduction
Your Reading Road Map for Chief Customer Officer 2.0
1 Chief Customer Officer Role Clarity . . . . . . . . . . . . . . . . . . 1
Five Customer Leadership Competencies: Drive Simplicity,
Role Clarity, and Adoption.
Quick Audit: Where are You Today on the Five Competencies?
2 Unite Leadership to Achieve Customer-Driven
Growth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Pivotal Leadership Shift: Focus on Customers as Assets. Remove
Survey Score Addiction.
Know Your Power Core: Identify What Helps or Hinders
the Work.
Unite Leadership from Talk to Action: Eliminate the
“Baloney” Factor.
Tell the Story of Customers’ Lives: Earn the Right to Growth.
Improve the Business Engine: Focus, Priorities, and Accountability.
3 Competency One: Honor and Manage Customers
as Assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Know the Growth or Loss of Customers and Care about
the “WHY?”
4 Competency Two: Align around Experience. . . . . . . . . .89
Give Leaders a Framework for Guiding the Work of the
Organization.
Unite Accountability as Customers Experience You. Not Down
Your Silos.
5 Competency Three: Build a Customer Listening
Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Seek Input and Customer Understanding, Aligned to the
Customer Journey.
Tell the Story of Customers’ Lives.
6 Competency Four: Proactive Experience
Reliability & Innovation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Know Before Customers Tell You, Where Experiences Are
Unreliable.
Deliver One-Company Consistent and Desired Experiences.
7 Competency Five: One-Company Leadership,
Accountability, and Culture. . . . . . . . . . . . . . . . . . . . . . . . . 159
Leadership Behaviors Required for Embedding the Five
Competencies.
Enabling Employees to Deliver Value.
8 Staging the Work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Transform by Breaking the Work into Attainable Segments.
Competency Maturity Map and Milestones.
Evolving Organizational Structures.
9 Establishing and Filling the Chief Customer
Officer Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Assessing Organizational Readiness.
Leadership Considerations.
Chief Customer Officer Job Description and Role Definition.
Next Steps
Acknowledgments
About the Author
Index

Exemplar(s)

#	Accession No.	Call Number	Location	Status
1.	00436/19	658.812 Bli C	Online !	Available