Chief Customer Officer

Beschreibung

Drawing on her first-hand experience at top companies as diverse asLands' End and Microsoft, Jeanne Bliss explains why evengreat 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 tocommunicate and act as a team--they create silos instead of asuperior customer experience. Jeanne Bliss shows in stark detailhow profits suffer when businesses focus on their organizationalcharts and not their customer relationships. This book provides leaders the tools and information they needto overcome organizational inertia and deliver a meaningfulcustomer experience. The author includes diagnostics to determineif a company's core strengths, metrics, and systems improveor harm customer relationships. With all these tools, leaders canaddress the organizational challenges they face with an exhaustivereview of the Chief Customer Officer role and an evaluation todetermine the right solution for their culture and company.

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Jeanne Bliss

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"Drawing on first-hand experience, author Jeanne Blissexplains why even great firms can deliver mediocre customerservice." (Marketing Direct & BrandRepublic.com, April 2007) "Jeanne Bliss is a powerhouse when it comes to driving customer focus. It's in her bones. She has an uncanny ability to cut across an organization and support leaders in the quest to drive the operation of the company toward strong and powerful customer relations."--Gary Comer, founder, Lands' End"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, bestselling 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 Office 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 Homes Services
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