Chief Customer Officer Getting Past Lip Service to Passionate Action 1st Edition by Jeanne Bliss ISBN 0787980943 978-0787980948

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Product details: 

ISBN 10: 0787980943

ISBN 13: 978-0787980948

Author: Jeanne Bliss

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: 

Part 1: The Customer-Centric Mindset

Part 2: Creating a Strategy for Customer Experience

Part 3: Operationalizing Customer Experience

Part 4: Leading the Change

Part 5: Case Studies and Success Stories

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Jeanne Bliss,Customer,Officer