Jeanne Bliss was a CCO for 25 years, and now runs CustomerBliss where she leads customer experience transformation around the world with CCOs and the C-Suite. She is a co-founder of the Customer Experience Professionals Association. Her two best-selling books are Chief Customer Officer and I Love You More Than My Dog. Her newest book is Chief Customer Officer 2.0 - How To Build Your Customer-Driven Growth Engine.
Many organizations considering a Chief Customer Officer frequently consider layering the role on to an existing position already held inside the organization. Two...
Determining where the customer leadership position will report is something to think hard about. The strength of an operating area's ability to be an...
There is now a dizzying proliferation of content, information, and resulting confusion for a leader trying to understand "customer experience." There are millions of...
"Score" means different things to different silos. This leaves a mess of disjointed metrics that don't add up to a good experience for customers. How...
The Customer Centricity Reality Check Audit covers the seven dimensions of building customer relationships and managing customer profitability. 1. Customer Leadership – probes for leadership...
Suggesting a Chief Customer Officer may seem frivolous to leaders who believe they already focus on customers. There's often a proliferation of tactics and...
In this assessment, we'll focus on your company's ability to drive the customer-focused work across the silos. Most CEO's no longer need to be convinced...
Do you know your company's reasons for less than great customer performance?Take Chief Customer Officer Assessment One to pinpoint the challenge you're facing. This...
As a Chief Customer Officer (or Customer Experience Officer), success is achieved when you have the ability to evolve your company from delivering a...