Chief Customer Officer 2.0 (eBook)

JEANNE BLISS pioneered the Chief Customer Officer position holding the role for over twenty years at Lands' End, Allstate, Coldwell Banker, Mazda and Microsoft. Since 2002 she has led CustomerBliss, a leading customer experience transformation company where she helps companies achieve customer- driven growth with clients such as AAA, Johnson & Johnson, Brooks Brothers, Costco, Bombardier Aerospace and Kaiser Permanente, among others. She is a worldwide keynote speaker, and co-founder of the Customer Experience Professionals Association. Jeanne Bliss is the bestselling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action and I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad.

Introduction

Your Reading Road Map for Chief Customer Officer 2.0

1 Chief Customer Officer Role Clarity 1

Five Customer Leadership Competencies: Drive Simplicity, Role Clarity, and Adoption.

Quick Audit: Where are You Today on the Five Competencies?

2 Unite Leadership to Achieve Customer-Driven Growth 25

Pivotal Leadership Shift: Focus on Customers as Assets. Remove Survey Score Addiction.

Know Your Power Core: Identify What Helps or Hinders the Work.

Unite Leadership from Talk to Action: Eliminate the "Baloney" Factor.

Tell the Story of Customers' Lives: Earn the Right to Growth.

Improve the Business Engine: Focus, Priorities, and Accountability.

3 Competency One: Honor and Manage Customers as Assets 71

Know the Growth or Loss of Customers and Care about the "WHY?"

4 Competency Two: Align around Experience 89

Give Leaders a Framework for Guiding the Work of the Organization.

Unite Accountability as Customers Experience You. Not Down Your Silos.

5 Competency Three: Build a Customer Listening Path 111

Seek Input and Customer Understanding, Aligned to the Customer Journey.

Tell the Story of Customers' Lives.

6 Competency Four: Proactive Experience Reliability & Innovation 137

Know Before Customers Tell You, Where Experiences Are Unreliable.

Deliver One-Company Consistent and Desired Experiences.

7 Competency Five: One-Company Leadership, Accountability, and Culture 159

Leadership Behaviors Required for Embedding the Five Competencies.

Enabling Employees to Deliver Value.

8 Staging the Work 199

Transform by Breaking the Work into Attainable Segments.

Competency Maturity Map and Milestones.

Evolving Organizational Structures.

9 Establishing and Filling the Chief Customer Officer Role 219

Assessing Organizational Readiness.

Leadership Considerations.

Chief Customer Officer Job Description and Role Definition.

Next Steps

Acknowledgments

About the Author

Index