CHIEF CUSTOMER OFFICER BLISS J. Księgarnia

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.

Table of Contents

Introduction.

PART ONE: WHY CUSTOMER EFFORTS CRASH AND BURN.

1 Machine of Mediocrity: Corporate Machine on Autopilot.

2 The Power Core.

3 Dueling Silos: Competing Metrics, Mechanics, and Motivation.

PART TWO: WRESTLING WITH CUSTOMER LEADERSHIP.

4 Leadership Gut and Guts: Real Passion or Hand Wave?

5 Guerrilla Metrics.

6 Herding C-A-T-S: Customer Accountability Targets.

7 Reality Check Audit.

PART THREE: IS A CHIEF CUSTOMER OFFICER THE SOLUTION?

8 Do You Need a Chief Customer Officer?

9 The CEO and CCO Partnership: The Tom Sawyer Formula.

10 Structures for Driving Change.

PART FOUR: JUST IN FROM THE FRONT.

11 True Life Stories of Chief Customer Officers.

Epilogue.

Afterword by Jill Griffin.

References.

Acknowledgments.

The Author.

Index.

Hardcover
292 pages

Po otrzymaniu zamówienia poinformujemy,
czy wybrany tytuł polskojęzyczny lub anglojęzyczny jest aktualnie na półce księgarni.