|
|
|
 |
|
|
|
Chief Customer Officer : Getting Past Lip Service to Passionate Action
|
|
|
|
|
|
|
|
|
|
|
|
|
Sales rank 52,152
Customers rating (based on 16 reviews)
|
|
|
|
|
Drawing on her first-hand experience at top companies as diverse as Lands’ End and Microsoft, Jeanne Bliss explains why even great corporations can drift to delivering mediocrity to customers, and she offers a proven solution to break the cycle. Different divisions and departments in corporations can fail to communicate and act as a team—they create silos instead of a superior customer experience. Jeanne Bliss shows in stark detail how profits suffer when businesses focus on their organizational charts and not their customer relationships. This book provides leaders the tools and information they need to overcome organizational inertia and deliver a meaningful customer experience. The author includes diagnostics to determine if a company’s core strengths, metrics, and systems improve or harm customer relationships. With all these tools, leaders can address the organizational challenges they face with an exhaustive review of the Chief Customer Officer role and an evaluation to determine the right solution for their culture and company.
|
|
|
| Publisher | Jossey-Bass | | Release date | 03/2006 | | Availability | Usually ships in 24 hours | | Edition | Hardcover |
| |
|
|
|
|
|
|
|
|
|
Taking Care of Business
If your business depends on satisfied customers to thrive (and what business doesn't?); you'll want to grab a copy of this wonderful book by Jeanne Bliss. Clearly, providing terrific customer service is "bliss" for any organization, and Jeanne provides the instructions. Just follow along for exceptional results; you can thank the author later.
Reality Check! Reality Facing! Flawless Approach
I have just received my new book after almost 30 days long waiting for its arrival due to international shipping. Was it worth? A-B-S-O-L-U-T-E-L-Y Y-E-S!
The initial pages are already a tough-needed-face-reality-work-your-organization-the-right-way exercise. Reading that we should not remain lunatic and childish waiting to change the world into customer focus only by our own enthusiasm is fantastic. I have myself letting the rock drop on my head many times trying to do it my way and based on my only believes. I identify my initial 10 years on my career pretty much with what Jeane writes about hers and will have the chance to fine tune and close relevant gaps after reading the book.
Chief Customer Officer is a very well structured framework or at least a absolutely trustful reference for those willing to do the right things and zero in customer loyalty by practicing influence within the whole organization.
I believe that the concepts framed on this book associated with the ones on The Ultimate Question from Fred Reichheld puts us closes to the ideal customer experience world.
It was a pleasure to get to know this resourceful and competent executive/writer Jeane Bliss.
Most Pragmatic Guide to CEM
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.
 Very detailed look at customer service
If the "customer is always right," the next question is, "Why do so many customers stop doing business with companies?" The answer is, "bad service." Customers refuse to buy from companies that render unsatisfactory service and ignore their complaints. Sadly, managers usually sound the alarm and demand new customer service initiatives only after the customers have fled. Author Jeanne Bliss, a veteran chief customer service officer, tries to explain the problem and to suggest ways to correct it. She offers so many detailed trees - in the form of questionnaires, bullet points, details and checklists - that you risk losing sight of the practical forest: the motives and methods for implementing better customer service. There is valuable information here, even if it is a bit shaded. For this reason, we particularly liked her clear, helpful and revealing chapter of first-hand stories from the field of customer service.
And why aren't more people doing this?
Jeanne writes a book for now on a role that too many people will say is before it's time. It is always about the client and yet organizationally no one puts enough emphasis on the client voice within organizations. Jeanne clearly shows her battle field experience in helping those that embrace the client, get input, direction and organizational buy-in to doing what is right for the client and thus the firm without being shot as the messenger.
|
|
| | |
|
