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Chief Customer Officer : Getting Past Lip Service to Passionate Action Hardcover – March 31, 2006
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More About the Author
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."
Top Customer Reviews
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: [...]
Thanks Jeanne for helping us get past the lip service!
Most Recent Customer Reviews
Thoroughly enjoyed this and its sequel, CCO 2.0. Masses of information and very practical processes that you can implement to get your company thinking out of their silos and more... Read morePublished 2 days ago by Tim Jones
This book is for organizations that are truly interested in focusing on their customers. Jeanne Bliss teaches us how to infuse a customer focus into the strength of the... Read morePublished 25 days ago by Jeremy Watkin
I read a lot of business books, and although my expertise is Customer Success and more B2B focused, Jeanne's experience, insights, and... Read more
Leaning on years of experience, Jeanne bliss describes a very clear approach for those responsible for CEM. Read morePublished 7 months ago by marieke van der laan
This book has really opened my eyes to help me see where we have been missing the mark as an organization.Published on January 8, 2014 by Dave Tinker
This is an excellent book, packed with practical tips on implementing a customer oriented way of thinking in any company. Want to improve your company? Read morePublished on March 15, 2013 by F. Heimen
This was an excellent resource for my class. It helped me to understand the concepts that my instructor wanted us to get each week. Read morePublished on January 11, 2013 by colleen m mccann