{"product_id":"chief-customer-officer-2-0-isbn-9781119047605","title":"Chief Customer Officer 2.0","description":"\u003cp\u003e\u003cb\u003eA Customer Experience Roadmap to Transform Your Business and Culture\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world.\u003c\/p\u003e \u003cp\u003eAnd it will take years off your learning curve.\u003c\/p\u003e \u003cp\u003eWritten by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers. \u003c\/p\u003e \u003cp\u003e1. Manage and Honor Customers as Assets\u003c\/p\u003e \u003cp\u003e2. Align Around Experience\u003c\/p\u003e \u003cp\u003e3. Build a Customer Listening Path\u003c\/p\u003e \u003cp\u003e4. Proactive Experience Reliability and Innovation\u003c\/p\u003e \u003cp\u003e5. One Company Accountability, Leadership \u0026amp; Decision Making\u003c\/p\u003e \u003cp\u003eChief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning.\u003c\/p\u003e \u003cp\u003eIncluding over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine.\u003c\/p\u003e \u003cp\u003eJeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view.  Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners.  She is also the best-selling author of \u003ci\u003eChief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eIntroduction\u003c\/p\u003e \u003cp\u003eYour Reading Road Map for Chief Customer Officer 2.0\u003c\/p\u003e \u003cp\u003e\u003cb\u003e1 Chief Customer Officer Role Clarity 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eFive Customer Leadership Competencies: Drive Simplicity, Role Clarity, and Adoption.\u003cbr\u003e\u003cbr\u003eQuick Audit: Where are You Today on the Five Competencies?\u003c\/p\u003e \u003cp\u003e\u003cb\u003e2 Unite Leadership to Achieve Customer-Driven Growth 25\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003ePivotal Leadership Shift: Focus on Customers as Assets. Remove Survey Score Addiction.\u003c\/p\u003e \u003cp\u003eKnow Your Power Core: Identify What Helps or Hinders the Work.\u003c\/p\u003e \u003cp\u003eUnite Leadership from Talk to Action: Eliminate the “Baloney” Factor.\u003c\/p\u003e \u003cp\u003eTell the Story of Customers’ Lives: Earn the Right to Growth.\u003c\/p\u003e \u003cp\u003eImprove the Business Engine: Focus, Priorities, and Accountability.\u003cbr\u003e\u003cbr\u003e\u003cb\u003e3 Competency One: Honor and Manage Customers as Assets 71\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eKnow the Growth or Loss of Customers and Care about the “WHY?”\u003c\/p\u003e \u003cp\u003e\u003cb\u003e4 Competency Two: Align around Experience 89\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eGive Leaders a Framework for Guiding the Work of the Organization.\u003c\/p\u003e \u003cp\u003eUnite Accountability as Customers Experience You. Not Down Your Silos.\u003c\/p\u003e \u003cp\u003e\u003cb\u003e5 Competency Three: Build a Customer Listening Path 111\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eSeek Input and Customer Understanding, Aligned to the Customer Journey.\u003c\/p\u003e \u003cp\u003eTell the Story of Customers’ Lives.\u003c\/p\u003e \u003cp\u003e\u003cb\u003e6 Competency Four: Proactive Experience Reliability \u0026amp; Innovation 137\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eKnow Before Customers Tell You, Where Experiences Are Unreliable.\u003c\/p\u003e \u003cp\u003eDeliver One-Company Consistent and Desired Experiences.\u003c\/p\u003e \u003cp\u003e\u003cb\u003e7 Competency Five: One-Company Leadership, Accountability, and Culture 159\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eLeadership Behaviors Required for Embedding the Five Competencies.\u003c\/p\u003e \u003cp\u003eEnabling Employees to Deliver Value.\u003c\/p\u003e \u003cp\u003e\u003cb\u003e8 Staging the Work 199\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eTransform by Breaking the Work into Attainable Segments.\u003c\/p\u003e \u003cp\u003eCompetency Maturity Map and Milestones.\u003c\/p\u003e \u003cp\u003eEvolving Organizational Structures.\u003c\/p\u003e \u003cp\u003e\u003cb\u003e9 Establishing and Filling the Chief Customer Officer Role 219\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAssessing Organizational Readiness.\u003c\/p\u003e \u003cp\u003eLeadership Considerations.\u003c\/p\u003e \u003cp\u003eChief Customer Officer Job Description and Role Definition.\u003c\/p\u003e \u003cp\u003eNext Steps\u003c\/p\u003e \u003cp\u003eAcknowledgments\u003c\/p\u003e \u003cp\u003eAbout the Author\u003c\/p\u003e \u003cp\u003eIndex\u003c\/p\u003e  \u003cp\u003e\u003cb\u003eJEANNE BLISS \u003c\/b\u003epioneered the Chief Customer Officer position holding the role for over twenty years at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft. Since 2002 she has led CustomerBliss, a leading customer experience transformation company where she helps companies achieve customer-driven growth with clients such as AAA, Johnson \u0026amp; Johnson, Brooks Brothers, Costco, Bombardier Aerospace and Kaiser Permanente, among others. She is a worldwide keynote speaker, and co-founder of the Customer Experience Professionals Association. Jeanne Bliss is the bestselling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action and I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad.   \u003c\/p\u003e\u003cp\u003e\u003ci\u003eChief Customer Officer 2.0\u003c\/i\u003e 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. \u003c\/p\u003e\u003cp\u003eAnd it will take years off your learning curve. \u003c\/p\u003e\u003cp\u003eWritten 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: \u003c\/p\u003e\u003col\u003e\n\u003cli\u003eManage and Honor Customers as Assets\u003c\/li\u003e \u003cli\u003eAlign Around Experience\u003c\/li\u003e \u003cli\u003eBuild a Customer Listening Path\u003c\/li\u003e \u003cli\u003eEmbed Experience Reliability and Innovation\u003c\/li\u003e \u003cli\u003eLead One Company Accountability, Leadership \u0026amp; Decision Making\u003c\/li\u003e\n\u003c\/ol\u003e \u003cp\u003e\u003ci\u003eChief Customer Officer 2.0\u003c\/i\u003e 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 \u003ci\u003eChief Customer Officer 2.0\u003c\/i\u003e, 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. \u003c\/p\u003e\u003cp\u003eIncluding 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.\u003c\/p\u003e","brand":"Jossey-Bass","offers":[{"title":"Default Title","offer_id":47988911243493,"sku":"NP9781119047605","price":30.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9781119047605.jpg?v=1761782019","url":"https:\/\/k12savings.com\/products\/chief-customer-officer-2-0-isbn-9781119047605","provider":"K12savings","version":"1.0","type":"link"}