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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.
Jeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view. Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners. She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).
- Sales Rank: #34692 in Books
- Published on: 2015-06-15
- Original language: English
- Number of items: 1
- Dimensions: 9.25" h x 1.00" w x 6.40" l, .0 pounds
- Binding: Hardcover
- 288 pages
From the Inside Flap
A Customer Experience Roadmap to Transform Your Business and Culture
Chief Customer Officer 2.0 gives you a proven framework that has launched and advanced the customer experience transformation in both business-to-consumer and business-to-business companies around the world.
And it will take years off your learning curve.
Written by Jeanne Bliss, a CCO practitioner for over twenty years, and pre-eminent thought leader on the role of the Customer Leadership Executive and customer experience, this book outlines in detail Jeanne's Five-Competency Model. The same model Jeanne uses to coach the C-Suite, Chief Customer Officers and Vice Presidents of Customer Experience globally. Using her framework, you will discover how to:
Manage and Honor Customers as Assets Align Around Experience Build a Customer Listening Path Embed Experience Reliability and Innovation Lead One Company Accountability, Leadership & Decision Making Chief Customer Officer 2.0 will quickly get you into action with a united leadership team, shifting your business focus to earning the right to growth, by improving customers' lives. In Chief Customer Officer 2.0, Jeanne Bliss provides practical guidance on how to embed the Five Competencies into the way your company develops products, goes to market, enables and rewards people, and conducts annual planning. And she fearlessly shares her leadership tools and 'recipe cards' developed over thirty-years as a Chief Customer Officer practitioner and coach, to support and enable your business transformation.
Including over forty case studies of how Chief Customer Officers around the world embed these five competencies, this is the book you have been waiting for. The book that tells it like it really is and gives you the framework to begin to build your customer-driven growth engine — today.
From the Back Cover
Praise for
CHIEF CUSTOMER OFFICER 2.O
"If Jeanne Bliss hadn't written her first book, I wouldn't be in the role I have today. Now, ten years later, she continues to provide leading guidance for Chief Customer Officers."
—Jeb Dasteel, Senior Vice President and Chief Customer Officer, Oracle
"It's really very simple: Anyone in business should be thinking about customers, and anyone thinking about customers should be reading Jeanne Bliss."
—Don Peppers, Founding Partner, Peppers & Rogers Group
"No one knows more about the Customer Experience Leadership Role than Jeanne Bliss. Buy this book to jump-start your learning, get traction and transform your business."
—Scott Dille, Senior Vice President and Director of Client and Employee Experience at Northern Trust
"Chief Customer Officer 2.0 is our new handbook for evolving our organization to earn customer-driven growth."
—Claire Burns, Chief Customer Officer, MetLife
"Jeanne Bliss' Five Leadership Competencies in this book aligned our leadership team, and gave us a roadmap for improving our customer experiences."
—Pat Meyer, President and CEO, Pella Windows
"Jeanne Bliss' real-world experience is a gift to Chief Customer Officers - she brings a practical understanding to the aspiration of leading an organization toward customer-centricity."
—Jo Taylor, Chief Customer Officer, Vice President, Global Market Research, Eli Lilly and Company
About the Author
JEANNE BLISS pioneered the Chief Customer Officer position holding the role for over twenty years at Lands' End, Allstate, Coldwell Banker, Mazda and Microsoft. Since 2002 she has led CustomerBliss, a leading customer experience transformation company where she helps companies achieve customer- driven growth with clients such as AAA, Johnson & Johnson, Brooks Brothers, Costco, Bombardier Aerospace and Kaiser Permanente, among others. She is a worldwide keynote speaker, and co-founder of the Customer Experience Professionals Association. Jeanne Bliss is the bestselling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action and I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad.
Most helpful customer reviews
6 of 6 people found the following review helpful.
A must read - go to resource for any CX professional
By Bradford S.
I’ve been a #SuperFan of Jeanne Bliss for over a decade, and I love the updated Chief Customer Office 2.0 book. Having been a Customer Experience (CX) Executive at Symantec, Yahoo and Sage I know first hand the C-Suite conversations and key executive alignment that must occur for any company attempting a CX focused transformation. The simple notion of “Earning the right for your business to grow, through enriching the lives of your customers”, or replacing “Loyalty with Desire” as you stop chasing NPS scores, are game changers to help you drive the right discussions in the C-Suite.
The collective wisdom in this book retold through over 40 case studies, and the unique way the book is structured to around the 5 core competency framework, reinforced through ‘action labs’ and ‘my rock/my story’ make this book a go to resource for any in a Customer Success, or Experience leader. The CX Competency maturity index is a great starting point for someone new in the position, or in year 1, 2 or 3 of their tenure.
Lastly, the techniques and guidance offered around uniting the companies leadership team to ensure the CEO’s legacy was most profound and useful – specifically the discussions around:
- Focus on Growth and Customers as Assets (no more survey score addictions)
- Identify the Power Core of your company, (to leverage that unique ‘cultural currency’ to help accelerate your work)
- Uniting Leadership to connect Talk into Action (walk the talk and drive the culture)
- Effectively Telling the Story of Customers Lives (care why customers stay or go)
- Improving the CX Business Engine (earning the right to do this work)
This book has touched all of the significant events I’ve experienced as a CX executive leader over the past decade, and based on that – I give it my highest recommendation as a “Must Read” for any CX professional.
@SageThurry
3 of 3 people found the following review helpful.
This book could change the way you look at leadership in any business!
By Jeannie C. Walters
This book, her third, is a book for this era for any leader looking to make real change.
If you are trying, with limited success, to become more customer-centric, this book can help you connect the dots. Using her own experience as well as her keen observations from more than twenty years in the field, Jeanne outlines the 5 Customer Leadership Competencies. These 5 Competencies provide the backbone to this book.
1. Honor and Manage Customers as Assets.
This is my favorite point in the whole book. The word honor is not used enough when referring to customers and the role they play for organizations. Jeanne impresses why this is critical. If you only read one section, read the chapter on this competency! It could change how you look at running a business.
customer leadership competencies
2. Align Around Experience.
What would life be like if operations were around customer experience and innovation? It’s a great question any organization should ask.
3. Build a Customer Listening Path.
While this isn’t an uncommon recommendation, Jeanne breaks it down into a specific pursuit of action. (This is the chapter needed by so many companies who say “we need to listen more!”)
4. Proactive Experience Reliability and Innovation.
Another favorite point in the book – Know before customers tell you! Don’t wait for them to complain about something you already know isn’t working. Jeanne spends a chapter outlining the “Revenue Erosion Early Warning System.” This is sure to get any CEO’s attention!
customer leadership competencies
5. Leadership, Accountability and Culture.
Culture must be proven. It’s a great point that is often overlooked. Being accountable is about much more than just talking the talk. If you aren’t prepared to tie each action with a result, then culture won’t make a difference.
This book is peppered with stories and anecdotes from real-world leaders who are proving these competencies matter.
We also had the honor of having Jeanne as a guest on our Crack The Customer Code podcast, where she shared even more about her experience and the ideas from the book.
2 of 2 people found the following review helpful.
This is the Handbook for Changing the Customer Experience Landscape
By Neal Woodson
Jeanne Bliss does it again in this installment of how to develop a customer-fueled organization. Specifically, she gives a road map for instituting the Chief Customer Officer role into an organization. If you are a budding customer experience professional and feel your organization is ready to take this leap, Jeanne gives you a method to test and see if your company is really ready and then she lays out exactly how to go about making it happen. Bliss makes no bones that the CCO role is a challenging sell in our world of revenue and process-efficiency focus but she shows you how to move down the road.
The framework she sets forth involves first honoring customers as assets and the partners that they really are and making them the central mission of the company. She then moves to how to align the organization around a unified customer experience where silo-busting is necessary. Step 3 involves listening to the customer and getting intimate with their needs, wants, problems as well as ideas for innovation. Her next steps involve accountability and leadership as keys to making it all work.
As in all of her books, Jeanne Bliss brings her immense experience, passion and vision for a different business landscape to the fore in this work. If you are a customer experience professional, your library is incomplete without this volume, and if you are someone who wants change the world of customer experience, this is your handbook.
See all 56 customer reviews...
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