Chief Customer Officer 2.0

How to Build Your Customer-Driven Growth Engine

  • Engels
  • 1e druk
  • 9781119047605
  • juni 2015
  • 288 pagina's
Alle productspecificaties

Jeanne Bliss

Jeanne Bliss is one of the foremost experts on customer-centric leadership and the role of the chief customer officer. For over 20 years, she led customer experience executive at Lands’ End, Coldwell Banker, Allstate, Mazda, and Microsoft. Since 2002 she has guided customer experience transformations for major global organizations through her firm, CustomerBliss, and has inspired audiences through her keynote speeches.  She is the co-founder of the Customer Experience Professional’s Association and has been called the “godmother of customer experience.” This is her fourth book.

Samenvatting

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.

    Productspecificaties

    Inhoud

    Taal
    Engels
    Verschijningsdatum
    juni 2015
    Druk
    1e druk
    Afmetingen
    23,6 x 16 x 2,3 cm
    Aantal pagina's
    288 pagina's
    Illustraties
    Nee

    Betrokkenen

    Auteur
    Jeanne Bliss
    Uitgever
    John Wiley & Sons Inc

    EAN

    EAN
    9781119047605

    Overige kenmerken

    Bindwijze
    Hardcover
    Editie
    2
    Extra groot lettertype
    Nee
    Subtitel
    How to Build Your Customer-Driven Growth Engine

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