Chief Customer Officer 2.0

Jeanne Bliss 지음

Jossey-Bass 2015년 06월 08일 출간

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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 cust

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1 Chief Customer Officer Role Clarity 5 Leadership Competencies to build your customer-driven growth engine The 5 Customer Leadership Competencies The 5 Competencies Build Your Customer-Driven Growth Engine The Five Competencies Connect To Tell the Story of Customers&' Lives You Can Stage the Competencies to Meet Your Timing And Priorities The 5 Competencies Answer The Question:& “What Do You Do?” 2 Unite Leadership to Achieve Customer-Driven Growth Necessary shifts in leadership thinking and behavior to transform the business Supporting Your CEO&'s Legacy Pivotal Leadership Shift:& Elevate Customers as Assets Customers as Assets Is an Attitude Shift, Not a Dashboard Remove Survey Score Addiction by Adding Customer Asset Metrics Elevating Customers as Assets Diminishes ‘Leap of Faith&' for this Work Six Common Power Cores A United Leadership Team is Necessary to Move from Talk to Action Use Your Journey Map to Focus on Customer Priorities The 5 Competencies Unfold To Tell The Story Of Your Customers&' Life Culprit One:&Silo-Based Prioritization of Investments Focus Culprit Two:&Work is Layered On. Capacity Creation is Not Addressed Culprit Three:&Lack of Rigor In Holding People Accountable Culprit Four: Annual planning and IT Investment 3 Competency One: Honor and Manage Customers as Assets Know the Growth and Loss of Customers and Care about the “Why?” Definition: Honor and Manage Customers as Assets Baseline Customer Asset Metrics Leadership Shift Required Competency One Impact When Implemented 4 Competency Two: Align Around Experience Give Leaders a Framework for Guiding the Work of the Organization Unite Accountabil

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저자(글) Jeanne Bliss