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.
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About the Author
Jeanne Bliss spent twenty-five years on the job driving customer focus and profitability inside five large U.S. corporate machines. Jeanne reported to the founder of Lands' End as chief zealot for the Lands' End Customer Experience. She served Allstate Corporation as its officer for customer satisfaction and retention. She was senior vice president of franchise services for Coldwell Banker Corporation, general manager for Worldwide Customer and Partner Loyalty for Microsoft Corporation, and senior manager of customer satisfaction for Mazda Corporation. Today she runs CustomerBliss (www.customerbliss.com), which assists companies in connecting their organizations for improved customer experiences and profitability. She gives keynote speeches around the world.
Table of Contents
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.
Afterword by Jill Griffin.
What People are Saying About This
“Jeanne Bliss is a powerhouse when it comes to driving customer focus. It’s in her bones. She has an uncanny ability to cut across an organization and support leaders in the quest to drive the operation of the company toward strong and powerful customer relations.”Gary Comer, founder, Lands’ End“Who else has led customer loyalty for five major U.S. corporations? Jeanne Bliss has an uncommon background, blending her passion for customer experiences with her ability to cut through organizations and get the job done. Business leaders would be wise to understand Jeanne’s approach to know how they can either enable or hinder the process. And those from throughout all parts of the organization will find the proven approaches to drive change that’s eluded them in the past.’Jean-Philippe Courtois, president, Microsoft International, senior vice president, Microsoft Corporation “The connection of customer care in a single C-level authority is an emerging discipline of the early 2000 decadebut Jeanne Bliss is already firmly in place as its oracle who can make it actionable as a major economic value-added.” Mack Hanan, bestselling author, Consultative Selling and CEO, the Grey Matter Group Inc. “Talking about customer service is one thing; having it in your DNA is another. Chief Customer Office provides refreshing and needed advice for organizations that say they’ve committed to customer loyalty but don’t seem to make any progress.”Wim Elfrink, senior vice president, customer advocacy, Cisco Systems Inc. “Before you go around the block one more time trying to drive ‘customer focus,’ read Chief Customer Officer cover to cover. Jeanne Bliss gives you the tools, the tactics, and the real-world support you need to finally drive change across your company.”Daniel J. Bishop, president and founder, The Maids International, Inc.The Maids Homes Services