Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine
- 7h 12m 43s
- Jeanne Bliss
- Gildan Media
- 2015
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 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, this book follows the five-competency model she uses to coach the C-Suite and chief customer officers.
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. Bliss shares her tools for leading 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.
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.
In this Audiobook
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Introduction
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Chapter 1 - Chief Customer Officer Role Clarity
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Chapter 2 - Unite Leadership to Achieve Customer-Driven Growth
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Chapter 3 - Competency One: Honor and Manage Customers as Assets
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Chapter 4 - Competency Two: Align around Experience
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Chapter 5 - Competency Three: Build a Customer Listening Path
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Chapter 6 - Competency Four: Proactive Experience Reliability & Innovation
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Chapter 7 - Competency Five: One-Company Leadership, Accountability, and Culture
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Chapter 8 - Staging the Work
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Chapter 9 - Establishing and Filling the Chief Customer Officer Role
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Your Next Steps...
