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Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine Hardcover – 5 June 2015
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From the Inside Flap
A Customer Experience Roadmap to Transform Your Business and Culture
Chief Customer Officer 2.0 gives you a proven framework that has launched and advanced the customer experience transformation in both business-to-consumer and business-to-business companies around the world.
And it will take years off your learning curve.
Written by Jeanne Bliss, a CCO practitioner for over twenty years, and pre-eminent thought leader on the role of the Customer Leadership Executive and customer experience, this book outlines in detail Jeanne's Five-Competency Model. The same model Jeanne uses to coach the C-Suite, Chief Customer Officers and Vice Presidents of Customer Experience globally. Using her framework, you will discover how to:
- Manage and Honor Customers as Assets
- Align Around Experience
- Build a Customer Listening Path
- Embed Experience Reliability and Innovation
- Lead One Company Accountability, Leadership & Decision Making
Chief Customer Officer 2.0 will quickly get you into action with a united leadership team, shifting your business focus to earning the right to growth, by improving customers' lives. In Chief Customer Officer 2.0, Jeanne Bliss provides practical guidance on how to embed the Five Competencies into the way your company develops products, goes to market, enables and rewards people, and conducts annual planning. And she fearlessly shares her leadership tools and 'recipe cards' developed over thirty-years as a Chief Customer Officer practitioner and coach, to support and enable your business transformation.
Including over forty case studies of how Chief Customer Officers around the world embed these five competencies, this is the book you have been waiting for. The book that tells it like it really is and gives you the framework to begin to build your customer-driven growth engine -- today.
From the Back Cover
CHIEF CUSTOMER OFFICER 2.O
"If Jeanne Bliss hadn't written her first book, I wouldn't be in the role I have today. Now, ten years later, she continues to provide leading guidance for Chief Customer Officers."
--Jeb Dasteel, Senior Vice President and Chief Customer Officer, Oracle
"It's really very simple: Anyone in business should be thinking about customers, and anyone thinking about customers should be reading Jeanne Bliss."
--Don Peppers, Founding Partner, Peppers & Rogers Group
"No one knows more about the Customer Experience Leadership Role than Jeanne Bliss. Buy this book to jump-start your learning, get traction and transform your business."
--Scott Dille, Senior Vice President and Director of Client and Employee Experience at Northern Trust
"Chief Customer Officer 2.0 is our new handbook for evolving our organization to earn customer-driven growth."
--Claire Burns, Chief Customer Officer, MetLife
"Jeanne Bliss' Five Leadership Competencies in this book aligned our leadership team, and gave us a roadmap for improving our customer experiences."
--Pat Meyer, President and CEO, Pella Windows
"Jeanne Bliss' real-world experience is a gift to Chief Customer Officers - she brings a practical understanding to the aspiration of leading an organization toward customer-centricity."
--Jo Taylor, Chief Customer Officer, Vice President, Global Market Research, Eli Lilly and Company
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Top international reviews
Em CCO 2.0, Jeanne evoluiu sua abordagem para algo mais próximo do que já pregava Lewis carbone em seu livro Clued In, ou seja, sugere que você:
- estruture a empresa em torno da experiência do cliente
-facilite o feedback sempre que possível
- Organize e agregue informações em um banco de dados integrado (com fontes diversas, inclusive de metricas operacionais, redes sociais e atendimento ao cliente), único e acessível que permita geração de insights.
-Permita transparência através de toda organização
- mantenha a liderança liderança unida
- pratique melhorias contínuas da experiencia do cliente,
CCO 2.0 é um trabalho muito bem estruturado e prático, recheado de exemplos reais que definitivamente dispensa leitura do primeiro livro de Bliss e se destaca como uma obra completa. .
Acredito que em seu próximo trabalho, Jeanne Bliss irá se aproximar do que prega o service design, tratando experiências como resultado de uma mistura dinâmica de elementos onde a agência é distribuída e as pessoas e suas atividades produzem o contexto. Em CCO 2.0, é prestada uma atençao por demais escassa (+ ou = 2 págs) ao papel dos colaboradores para a gestão estratégica de experiência do cliente.
L'auteur aborde le sujet suffisamment doucement pour qu'un néophyte puisse suivre et monter en compétence rapidement. Le livre couvre les aspects stratégiques et opérationnels, permettant d'appliquer les principes et recommandations proposés.
J'espère sincèrement que ce livre touchera les organisations françaises et les aidera dans l'amélioration de leur expérience client.