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

4.8 out of 5 stars 28 customer reviews

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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
  • Average Customer Review: 4.8 out of 5 stars  See all reviews (28 customer reviews)
  • Amazon Best Sellers Rank: #319,694 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

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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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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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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Format: Hardcover Verified Purchase
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 organization. She gives a practical job description and structure for the person or group within the company that will drive the customer focus and the "Guerilla Metrics" that should be routinely tracked and improved upon. Jeanne couples this with fantastic real world examples and a wealth of knowledge and experience. As a customer service professional, this book has been instrumental in helping me understand how to influence a deeper focus on our customers in my organization.
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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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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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Absolutely Brilliant....

I read a lot of business books, and although my expertise is Customer Success and more B2B focused, Jeanne's experience, insights, and recommendations are presented in a way that is indispensable for executives in my field. This is not only a "Must Read", but one that is so well written that it reads more like a novel to the point of being tough to put down.
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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 about the overall experience itself. If you are starting out on that journey in your company, these 2 books are invaluable.
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