Customer Ownership

Who Is Your Company'S Chief Customer Officer?

  • Engels
  • 1e druk
  • 9780787980948
  • maart 2006
  • Hardcover
  • 320 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

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.

Productspecificaties

Inhoud

Taal
Engels
Bindwijze
Hardcover
Verschijningsdatum
maart 2006
Druk
1e druk
Aantal pagina's
320 pagina's
ISBN13
9780787980948

Betrokkenen

Auteur
Jeanne Bliss
Uitgever
John Wiley &Amp; Sons Inc

EAN

EAN
9780787980948

Overige kenmerken

Editie
illustrated edition
Extra groot lettertype
Nee
Subtitel
Who Is Your Company'S Chief Customer Officer?

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