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Chief Customer Officer : Getting Past Lip Service to Passionate Action Hardcover – March 31, 2006
There is a newer edition of this item:
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Is the world really falling apart? Is the ideal of progress obsolete? Cognitive scientist and public intellectual Steven Pinker urges us to step back from the gory headlines and prophecies of doom, and instead, follow the data: In seventy-five jaw-dropping graphs, Pinker shows that life, health, prosperity, safety, peace, knowledge, and happiness are on the rise. Learn more
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“Drawing on first-hand experience, author Jeanne Bliss explains why even great firms can deliver mediocre customer service.” (Marketing Direct
& BrandRepublic.com, April 2007)
“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
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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: [...]
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.