Chief customer officer 2.0 : how to build your customer-driven growth engine / Jeanne Bliss.

Format:

Book

Author/Creator:

Bliss, Jeanne, author.

Language:

English

Subjects (All):

Customer relations--Management.

Customer relations.

Industrial management.

Physical Description:

1 online resource (451 p.)

Edition:

2nd ed.

Place of Publication:

Hoboken, New Jersey : Jossey-Bass, 2015.

Language Note:

English

Summary:

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-Su

Contents:

Cover; Table of Contents; Title Page; Copyright; Dedication; Introduction; Your Reading Road Map for Chief Customer Officer 2.0; The Five Customer Leadership Competencies; The Five Competencies Build Your Customer-Driven Growth Engine; The Five Competencies Connect to Tell the Story of Your Customers' Lives; You Can Stage the Competencies to Meet Your Timing and Priorities; The Five Competencies Answer the Question "What Do You Do?"; Summary; Chapter 1: Chief Customer Officer Role Clarity; Supporting Your CEO's Legacy; Pivotal Leadership Shift: Elevate Customers as Assets

Customers as Assets Is an Attitude Shift, Not a DashboardRemove Survey Score Addiction by Adding Customer Asset Metrics; Elevating Customers as Assets Diminishes "Leap of Faith" for this Work; Knowing the Power Core = Knowing How to Get Traction; 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 Five Competencies Unfold to Tell the Story of Your Customers' Lives; Culprit 1: Silo-based Prioritization and Investment; Culprit 2: Work Is Layered On and Capacity Creation Is Not Addressed

Culprit 3: Lack of Rigor in Holding People AccountableCulprit 4: Annual Planning and IT Investment; Summary; Chapter 2: Unite Leadership to Achieve Customer-Driven Growth; Definition: Honor and Manage Customers as Assets; Baseline Customer Asset Metrics; Leadership Shift Required; Competency One Impact When Implemented; Summary; Chapter 3: Competency One: Honor and Manage Customers as Assets; Definition: Alignment around Experience; Your Customer Journey Map = Your Business Decision Blueprint; A SIMPLE Journey Map Is Good; Naming the Stages Can Change Your Culture

Unite Leaders: Why Are We in Business?Unite Leaders: Do We Earn the Right to Growth?; Build a High-Level Map to Prioritize the Touchpoints; Be the Storyteller; Leadership Shift Required; Competency Two Impact When Implemented; Summary; Chapter 4: Competency Two: Align around Experience; Definition: Customer Listening Path; Be the Storyteller: Unite Feedback to Tell the Story of Customers' Lives; Storytelling Resource One: Aided or Quantitative Feedback; Storytelling Resource Two: Unaided Feedback or Qualitative Feedback; Storytelling Resource Three: Experiential Listening

Build Your Customer Listening PathLeadership Shift Required; Competency Three Impact When Implemented; Summary: Take Stock of Current Listening; Summary; Chapter 5: Competency Three: Build a Customer Listening Path; Definition: Proactive Experience Reliability & Innovation; Make Customer Experience Development as Important as Product Development; Experience Reliability Reality Check; How Reliable is the Current Experience Delivered to Customers?; How Reliable Is the Support Provided Employees to Deliver Value?; Reliability Leads to Customer Desire for Your Experience, and Customer Growth

Social Media and Experience Reliability = Customer Growth

Notes:

Includes index.

Description based on print version record.

ISBN:

9781119047643

1119047641

9781119154853

1119154855

9781119047629

1119047625