With over 30 years as a Chief Customer Officer and training executives in customer experience, Jeanne Bliss knows a thing or two about how companies earn extreme customer love. But, she says that kind of love, the kind that grows your business, isn’t just about customer service.
In this 2.0 version of her book Chief Customer Officer, she explains that as as a CCO, creating a customer-focused company takes a transformation, not just a one-off project. She says that CCO’s have to break the cycle of being a “fix-it person” and start changing their companies from the inside out — to become grounded in caring about customers’ lives.
In Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine, Jeanne dives deep into the 5 Customer Leadership Competencies that create a system to let customers grow the business:
- Honor and manage customers as assets
- Align around experience
- Build a customer listening path
- Proactively deliver a reliable experience and innovation
- Enable employees to contribute to leadership, accountability, and culture
Download the first chapter to learn how to teach these competencies to your company and how to make them scalable, repeatable, and sustainable.
