JEANNE BLISS pioneered the Chief Customer Officer position holding the role for over twenty years at Lands' End, Allstate, Coldwell Banker, Mazda and Microsoft. Since 2002 she has led CustomerBliss, a leading customer experience transformation company where she helps companies achieve customer- driven growth with clients such as AAA, Johnson & Johnson, Brooks Brothers, Costco, Bombardier Aerospace and Kaiser Permanente, among others. She is a worldwide keynote speaker, and co-founder of the Customer Experience Professionals Association. Jeanne Bliss is the bestselling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action and I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad.

Introduction

Your Reading Road Map for Chief Customer Officer 2.0

1 Chief Customer Officer Role Clarity 1

Five Customer Leadership Competencies: Drive Simplicity, Role Clarity, and Adoption.

Quick Audit: Where are You Today on the Five Competencies?

2 Unite Leadership to Achieve Customer-Driven Growth 25

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.

3 Competency One: Honor and Manage Customers as Assets 71

Know the Growth or Loss of Customers and Care about the “WHY?”

4 Competency Two: Align around Experience 89

Give Leaders a Framework for Guiding the Work of the Organization.

Unite Accountability as Customers Experience You. Not Down Your Silos.

5 Competency Three: Build a Customer Listening Path 111

Seek Input and Customer Understanding, Aligned to the Customer Journey.

Tell the Story of Customers’ Lives.

6 Competency Four: Proactive Experience Reliability & Innovation 137

Know Before Customers Tell You, Where Experiences Are Unreliable.

Deliver One-Company Consistent and Desired Experiences.

7 Competency Five: One-Company Leadership, Accountability, and Culture 159

Leadership Behaviors Required for Embedding the Five Competencies.

Enabling Employees to Deliver Value.

8 Staging the Work 199

Transform by Breaking the Work into Attainable Segments.

Competency Maturity Map and Milestones.

Evolving Organizational Structures.

9 Establishing and Filling the Chief Customer Officer Role 219

Assessing Organizational Readiness.

Leadership Considerations.

Chief Customer Officer Job Description and Role Definition.

Next Steps

Acknowledgments

About the Author

Index

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