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Chief Customer Officer : Getting Past Lip Service to Passionate Action Hardcover – March 31, 2006

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Editorial Reviews

Review

“Drawing on first-hand experience, author Jeanne Bliss explains why even great firms can deliver mediocre customer service.” (Marketing Direct
& BrandRepublic.com,
April 2007)


 

Review

“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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Product Details

  • Hardcover: 320 pages
  • Publisher: Jossey-Bass; 1 edition (March 31, 2006)
  • Language: English
  • ISBN-10: 0787980943
  • ISBN-13: 978-0787980948
  • Product Dimensions: 6.4 x 1.2 x 9.2 inches
  • Shipping Weight: 1 pounds (View shipping rates and policies)
  • Average Customer Review: 4.8 out of 5 stars  See all reviews (23 customer reviews)
  • Amazon Best Sellers Rank: #405,008 in Books (See Top 100 in Books)

More About the Author

I Help Companies Grow, By Improving Customers' Lives.

A passionate customer experience practitioner, Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands' End, Microsoft, Coldwell Banker and Allstate Corporations.

Reporting to each company's CEO, she moved the customer to the strategic agenda, creating transformational changes to each brands' customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations.

She is now the President of CustomerBliss, where she guides the C-Suite and Chief Customer Officers around the world on earning business growth by improving customers' lives. Her clients include: AAA, Johnson & Johnson, Brooks Brothers, Bombardier Aerospace, and Kaiser Permanente. She is a sought after speaker and thought-leader, and co-founder of the Customer Experience Professionals Association.

Chief Customer Officer 2.0 is Jeanne's third book. Her previous, best-selling books are "I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad," and "Chief Customer Officer: Getting Past Lip Service to Passionate Action."

Customer Reviews

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Most Helpful Customer Reviews

14 of 15 people found the following review helpful By J. Palamountain on April 26, 2006
Format: Hardcover
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!
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10 of 11 people found the following review helpful By Richard Sharp on June 7, 2006
Format: Hardcover
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.
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3 of 3 people found the following review helpful By R. Uphoff on October 25, 2010
Format: Kindle Edition Verified Purchase
I had been working for many years as consultant and senior executive in the airline industry, always trying to make a point about integrating the customer's point of view into all corporate decision processes, when I found this book - a jewel for anybody concerned with how "the customer thing " is being dealt with in his or her company.

In addition to provide tons of practical advice and really usable working materials, the book can also be used as an eye-opener at the board and c-level to make them aware of how a Chief Customer Officer is a key strategic function which cannot be delegated down to the customer service department.

Jeanne Bliss is a practitioner so her book is MUCH more useful than most business books full of (certainly important and interesting) business strategies written by Harvard professors. With this book, you will get everything you need to put into practice at least a first level of customer experience leadership.

For more on this subject, see my blog: [...]
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3 of 3 people found the following review helpful By Lynn Hunsaker on August 25, 2008
Format: Hardcover Verified Purchase
Jeanne tells it like it is, from the trenches, with practical recommendations for making customer experience management (CEM) work throughout the company. She lays out the common pitfalls, helps you think systemically, and guides you in getting it right the first time, or getting back on track. Jeanne helps you think through what makes sense for your particular situation. Thorough, excellent business examples, fun to read, useful diagrams and end-of-chapter guidance. For a quick read on driving progress of customer programs I also recommend this book with step-by-step tips: Metrics You Can Manage For Success and Customer Experience Improvement Momentum.
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5 of 6 people found the following review helpful By William R. Price on April 10, 2006
Format: Hardcover
All the tools, technology, and training to drive customer loyalty and profitability won't get you where you need to go if you don't first address the company, its agendas (hidden and on the surface), and how to harness all of the forces at work. Chief Customer Officer debunks how to get this done. It gives realistic perspective and real-world techniques for instilling the motivation, the metrics, and the mechanics required to achieve traction inside the corporate machine. The author's "Connecting the Dots" at the end of the book is an excellent summary and concise guide to adopt "passionate action" on behalf of customers. But the book is also provocative, challenging us to think about how change really happens in companies, and how new roles like Chief Customer Officer are needed to bridge the gaps between hype and reality.
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5 of 6 people found the following review helpful By Linda L. Ward on March 28, 2006
Format: Hardcover
Jeanne Bliss's new book, "Chief Customer Officer: Getting Past Lip Service to Passionate Action," offered a world of resources to our company. As the CEO of a rapidly growing organization, it was important to find a business model for customer service and retention that would not only match the culture we have developed, but also provide a backdrop for strategic planning. Every chapter not only discussed the importance of operating wholeheartedly for the customer, but ways to assess our current position and improve upon it.

Thanks Jeanne for helping us get past the lip service!
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2 of 2 people found the following review helpful By Amazon Customer on April 11, 2013
Format: Hardcover Verified Purchase
Jeanne Bliss does all customer experience professionals a favor by sharing her approach and advice in this book. It really is a book that has post-its and turned down pages and is referenced often. Jeanne is a pro at making this complex and sometimes hard to define profession very clear and approachable. She doesn't say it is easy; but she gives those that are courageous enough to follow it a recipe for success. Jeanne Bliss is immensely talented and I'd recommend that anyone in the customer experience space read Chief Customer Officer and visit her resources online, too.
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3 of 4 people found the following review helpful By Robert Burns on December 11, 2006
Format: Hardcover Verified Purchase
Jeanne writes a book for now on a role that too many people will say is before it's time. It is always about the client and yet organizationally no one puts enough emphasis on the client voice within organizations. Jeanne clearly shows her battle field experience in helping those that embrace the client, get input, direction and organizational buy-in to doing what is right for the client and thus the firm without being shot as the messenger.
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