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" Chief customer officer 2.0 : "
Jeanne Bliss
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BL
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| Record Number
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662539
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dltt
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| Main Entry
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Bliss, Jeanne.
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| Title & Author
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Chief customer officer 2.0 : : how to build your customer-driven growth engine /\ Jeanne Bliss
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| Page. NO
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1 online resource
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| ISBN
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9781119047629
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: 1119047625
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: 9781119047643
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: 1119047641
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9781119047605 (hardcover)
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9781119154853
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1119154855
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1119047609
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| Notes
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Includes index
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| Contents
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Chief Customer Officer Role Clarity -- Five Customer Leadership Competencies: Drive Simplicity, Role Clarity, and Adoption. -- Quick Audit: Where are You Today on the Five Competencies? -- Unite Leadership to Achieve Customer-Driven Growth -- Pivotal Leadership Shift: Focus on Customers as Assets. Remove Survey Score Addiction. -- Know Your Power Core: Identify What Helps or Hinders the Work. -- Unite Leadership from Talk to Action: Eliminate the "'Baloney" Factor. -- Tell the Story of Customers' Lives: Earn the Right to Growth. -- Improve the Business Engine: Focus, Priorities, and Accountability. -- Competency One: Honor and Manage Customers as Assets -- Know the Growth or Loss of Customers and Care about the "WHY?" -- Competency Two: Align around Experience -- Give Leaders a Framework for Guiding the Work of the Organization. -- Unite Accountability as Customers Experience You. Not Down Your Silos -- Competency Three: Build a Customer Listening Path -- Seek Input and Customer Understanding, Aligned to the Customer Journey. Tell the Story of Customers' Lives. -- Competency Four: Proactive Experience Reliability & Innovation -- Know Before Customers Tell You, Where Experiences Are Unreliable -- Deliver One-Company Consistent and Desired Experiences -- Competency Five: One-Company Leadership, Accountability, and Culture -- Leadership Behaviors Required for Embedding the Five Competencies -- Enabling Employees to Deliver Value -- Staging the Work -- Transform by Breaking the Work into Attainable Segments -- Competency Maturity Map and Milestones -- Evolving Organizational Structures -- Establishing and Filling the Chief Customer Officer Role -- Assessing Organizational Readiness -- Leadership Considerations -- Chief Customer Officer Job Description and Role Definition
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| Subject
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Customer relations-- Management.
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Industrial management.
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5415.5
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| Added Entry
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Ohio Library and Information Network.
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