Book Review: Chief Customer Officer 2.0 by Jeanne Bliss [win a copy!]


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We can’t believe it’s been 10 years since Jeanne Bliss’ first book on the Chief Customer Officer (CCO) was released. Chief Customer Officer : Getting Past Lip Service to Passionate Action revolutionized the representation of customer needs in the C-suite by breaking down silos and driving change in almost every industry.

chief customer officer 2.0

However, times have changed! In the last 10 years, technology and big data have brought us more ways of knowing and helping our customers. Even more noticeably, social media has created a necessity for change. Customers are increasingly empowered to speak out about their needs and companies must be equipped to unify the customer experience across multiple channels – in a more public forum than ever before!

In Jeanne’s new book “Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine,” she provides a roadmap to achieve success with the CCO core competencies, and how to drive transformational customer experience change across the business, breaking down silos. CCO 2.0 reads as a crash workshop on how to mature your customer-driven organization year after year, focussing first on securing commitment, then leading towards an execution strategy that will make customer experience your organization’s competitive advantage.

Our Favorite Tools:

“My Rock, My Story” – Leading CCOs share their stories around building the CCO role at their organization and how they overcame challenges. By including these stories, Jeanne brings the struggle to a very personal level. The “My Rock, My Story” format demonstrates that anyone can use the tools in the book to build customer service as a differentiator.

Maturity Map – Jeanne provides a unique framework to improve your customer experience over an extended period of time. This section includes checklists and assessment questions so that you and your team can deep dive into the current state of affairs at your company. It gives you an honest perspective and points you on the path to improvement.

Toolkit for hiring a CCO – The last chapter focuses on how you can hire your first CCO. If you’re looking for a CCO position, Jeanne talks about what questions you should be asking prior to accepting a gig. The last piece is a sample job posting for a CCO focusing on the core competencies described throughout the book. From the perspective of both parties, Jeanne sets you up for success.

Win your own copy of Chief Customer Officer 2.0. We’re giving away 25 copies. Enter to win here.

Sarah Chambers
Yoga teacher, self-diagnosed Twitter junkie, and recent import to London via Vancouver. Sarah is passionate about keeping customers loyal through amazing customer service, and works at Kayako on content and community.


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