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Chief Customer Officer : Getting Past Lip Service to Passionate Action | 
 enlarge | Author: Jeanne Bliss
Publisher: Jossey-Bass
Category: Book
List Price: $27.95
Buy New: $8.99
You Save: $18.96 (68%)
New (29) Used (22) from $8.08
Rating:  14 reviews
Sales Rank: 223663
Media: Hardcover
Pages: 320
Number Of Items: 1
Shipping Weight (lbs): 1.1
Dimensions (in): 9 x 6.1 x 1.1
ISBN: 0787980943
Dewey Decimal Number: 658.812
EAN: 9780787980948
ASIN: 0787980943
Publication Date: March 31, 2006
Availability: Usually ships in 1-2 business days
Shipping: Expedited shipping available
Shipping: International shipping available
Condition: AS NEW. 1st EDITION. INSCRIBED CARD! SHIPS IMMEDIATELY!
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Product Description
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.
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| Customer Reviews: Read 9 more reviews...
Most Pragmatic Guide to CEM August 25, 2008
Lynn Hunsaker (San Jose, CA)
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
 Very detailed look at customer service June 7, 2007
Rolf Dobelli (Luzern Switzerland)
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? December 12, 2006
Scott Burns (Littleton, Colorado)
1 out of 1 found this review helpful
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.
Lifetime Customer Value Lives! September 20, 2006
Mark Amtower (Highland, MD)
1 out of 1 found this review helpful
Jeanne Bliss' book, Chief Customer Officer, is a "must have" for any business that wants to pay more than "lip service" to customer retention. There are great examples throughout from someone who obviously has been in the trenches. This is a fun book to read, not some academic tome doomed to gather dust in a dark recess. Get it, read it, and share it with others in your organization.
Not that I have an opinion.
Practical advice for improving customer experience June 8, 2006
Richard Sharp (Vancouver, BC)
3 out of 3 found this review helpful
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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