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!
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.
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.
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.
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.
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!
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.
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.
This was an excellent resource for my class. It helped me to understand the concepts that my instructor wanted us to get each week. Worth buying if you want to learn about leading a customer driven organization.