Chief Customer Officer : Getting Past Lip Service to Passionate Action (Hardcover)

~ (Author) "For whatever hallucination-induced state I've been living in for the past twenty-five years, my entire career has been dedicated to driving the customer agenda inside..." (more)
Key Phrases: customer experience interactions, chief customer officer, customer agenda, Aunt Polly, Integrated Metrics, Recognition Clarity (more...)

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 (March 31, 2006)
• Language: English
• ISBN-10: 0787980943
• ISBN-13: 978-0787980948
• Product Dimensions: 9 x 6.1 x 1.1 inches
• Shipping Weight: 1 pounds (View shipping rates and policies)
• Average Customer Review: 4.9 out of 5 stars  See all reviews (15 customer reviews)
• Amazon.com Sales Rank: #163,390 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

5 of 5 people found the following review helpful:

5.0 out of 5 stars Practical advice for improving customer experience, June 7, 2006

By	Richard Sharp "Director of Marketing" (Vancouver, BC) - See all my reviews (REAL NAME)

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.

5 of 5 people found the following review helpful:

5.0 out of 5 stars Got Customers? You NEED THIS BOOK!, April 26, 2006

By	J. Palamountain "Marketing Consultant" (Portland, OR) - See all my reviews (REAL NAME)

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!

4 of 4 people found the following review helpful:

5.0 out of 5 stars Required Reading!, April 26, 2006

By	Jack Miller "Sales Executive" (Redmond, WA USA) - See all my reviews (REAL NAME)

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!