Titel: Chief Customer Officer: Getting Past Lip Service to Passionate Action
Autor/en: Jeanne Bliss
März 2006 - gebunden - 302 Seiten
People are Talking About Chief Customer Officer
"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 decade-but Jeanne Bliss is already firmly in place as its oracle who can make it actionable as a major economic value-added."
-Mack Hanan, best-selling 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 Officer 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 Home Services
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.
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.
"Drawing on first-hand experience, author Jeanne Bliss explains why even great firms can deliver mediocre customer service." (Marketing Direct & BrandRepublic.com, April 2007)