Chief Customer Officer : Getting Past Lip Service to Passionate Action

By 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.

• Format: Hardcover
• Language: English
• ISBN: 0787980943
• ISBN13: 9780787980948
• Release Date: March 2006
• Publisher: Jossey-Bass
• Length: 320 Pages
• Weight: 1.22 lbs.
• Dimensions: 9.3" x 1.1" x 6.5"

Customer Reviews

Practical advice for improving customer experience

Jeanne Bliss articulates not only the importance of putting customers at the center of your business, but conveys the challenges that prevent most companies from successfully delivering great customer experiences. The real-world techniques she introduces are essential reading for senior executives aiming to succeed by improving the delivered customer experience.

Finally! An engaging practical guide to creating a customer centric organization

Jeanne Bliss has done a fantastic job of breaking down the challenge of actually "walking the walk" of a customer centric organization in a book that is informative, thought provoking and easy to read. Her concepts are spot on, based on real life experience during her very successful career. I highly recommend this book!

Great advice from an expert who's been there!

This is a must read for anyone in a company struggling to get service right! Jeanne Bliss has a great way of sending a clear message to senior executives. She drives home the importance of making tough choices so companies can reach 'CustomerBliss'. Jeanne is also a great resource for other Chief Customer Officers who are leading this charge in their own companies. Whether you are in a company that is large or small, these principles just work!

Required Reading!

A must read for anyone in business. Ms. Bliss gets it right. It is an easy read and is now required reading for everyone in our organization. Don't hesitate, buy it now!

Got Customers? You NEED THIS BOOK!

Jeanne Bliss tells CEOs and leaders exactly HOW to make customers the center of the business. Other authors may tell you what to do, but this book gives you a complete set of instructions on how to do the work with every level of the organization. I especially like that the diagnostics and tools offered can be used immediately and that there are a multitude of proven ways to get the CEO engaged. No matter what kind of business you are in, if you've got customers, you need this book!