Chief Customer Officer: Getting Past Lip Service to Passionate Action

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John Wiley & Sons, Jan 6, 2011 - Business & Economics - 320 pages
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Drawing on her first-hand experience at top companies as diverse as Lands’ End and Microsoft, Jeanne Bliss explains why even great corporations can drift to delivering mediocrity to customers, and she offers a proven solution to break the cycle.

Different divisions and departments in corporations can fail to communicate and act as a team—they create silos instead of a superior customer experience. Jeanne Bliss shows in stark detail how profits suffer when businesses focus on their organizational charts and not their customer relationships.

This book provides leaders the tools and information they need to overcome organizational inertia and deliver a meaningful customer experience. The author includes diagnostics to determine if a company’s core strengths, metrics, and systems improve or harm customer relationships. With all these tools, leaders can address the organizational challenges they face with an exhaustive review of the Chief Customer Officer role and an evaluation to determine the right solution for their culture and company.

 

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Was given this book by a friend and starting reading it on a long flight. My takeaway was, I think many of the author's observations and recommendations can be applied broadly - VERY broadly - with great improvement. Customers are sitting in pews, paying taxes for roads, as well as buying clothes and cars. We all can walk away from any circumstance if given enough incentive. This book gives you the recipe for glueing your customers to you. 

Contents

Introduction
vii
Why Customer Efforts Crash and Burn
1
Machine of Mediocrity Corporate Machine on Autopilot
3
The Power Core
16
Dueling Silos Competing Metrics Mechanics and Motivation
54
Wrestling with Customer Leadership
85
Leadership Gut and Guts Real Passion or Hand Wave
87
Guerrilla Metrics
101
The CEO and CCO Partnership The Tom Sawyer Formula
195
Structures for Driving Change
217
Just In from the Front
241
True Life Stories of Chief Customer Officers
243
Connecting the Dots
275
Afterword by Jill Griffin
281
References
285
Acknowledgments
287

Herding CATS Customer Accountability Targets Elusive Accountability
115
Reality Check Audit
140
Is a Chief Customer Officer the Solution?
179
Do You Need a Chief Customer Officer?
181
The Author
289
Index
291
Copyright

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About the author (2011)

Jeanne Bliss spent twenty-five years on the job driving customer focus and profitability inside five large U.S. corporate machines. Jeanne reported to the founder of Lands' End as chief zealot for the Lands' End Customer Experience. She served Allstate Corporation as its officer for customer satisfaction and retention. She was senior vice president of franchise services for Coldwell Banker Corporation, general manager for Worldwide Customer and Partner Loyalty for Microsoft Corporation, and senior manager of customer satisfaction for Mazda Corporation. Today she runs CustomerBliss (www.customerbliss.com), which assists companies in connecting their organizations for improved customer experiences and profitability. She gives keynote speeches around the world.

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