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.
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 to embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning.
Including over 40 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 20 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 customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view. Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners. She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).
©2015 Jeanne Bliss (P)2016 Audible, Inc.
The author shares a few obvious observations in the first couple chapters and then proceeds to repeat them for the rest of the book. Yes, prioritizing the needs and opinions of customers once was a novel concept... but that was over a century ago when the term "the customer is always right" was coined. Of course companies don't always take a customer-centric approach, which would have been a more effective way to frame the problem.
There are a few interesting ideas that will get you to think, but expect repetition and to constantly roll your eyes as you listen.
This book is incredibly valuable for grasping the executive's perspective on customer experience. I would definitely recommend this book to experience designers who sometimes don't have access or insights into how their work might be viewed at the upper levels of their organizations.
Note on the performace: This has to be the single toughest audiobook reading project ever. The reason is that the book has a fairly complex structure -- more like a magazine or textbook -- with sidebars, lists, and regularly occurring sections. The reader had to convey this structure mainly with timing. Once you catch on to the structure, the book makes sense, but it might take a chapter or two. It might be helpful to get the printed book, too, so you can see what's going on in the reading.
Hire a voice actor to read the book (or a better one)
S'ssssss and a strange cadence. Emphasizing words that shouldn't be.
I heard the author being interviewed on the Marketing Book podcast. I liked what she had to say and wanted to hear this book, but I just couldn't take the performance. I'll read the book instead.The three-star ratings above really have no bearing on those two metrics because I didn't listen to the entire book.
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