عنوان

Chief customer officer 2.0 :

1119047625

1119047641

9781119047629

9781119047643

1119047609

1119154855

9781119047605 (hardcover)

9781119154853

dltt

Chief customer officer 2.0 :

[Book]

how to build your customer-driven growth engine /

Jeanne Bliss

1 online resource

Includes index

Chief Customer Officer Role Clarity -- Five Customer Leadership Competencies: Drive Simplicity, Role Clarity, and Adoption. -- Quick Audit: Where are You Today on the Five Competencies? -- Unite Leadership to Achieve Customer-Driven Growth -- 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. -- Competency One: Honor and Manage Customers as Assets -- Know the Growth or Loss of Customers and Care about the "WHY?" -- Competency Two: Align around Experience -- Give Leaders a Framework for Guiding the Work of the Organization. -- Unite Accountability as Customers Experience You. Not Down Your Silos -- Competency Three: Build a Customer Listening Path -- Seek Input and Customer Understanding, Aligned to the Customer Journey. Tell the Story of Customers' Lives. -- Competency Four: Proactive Experience Reliability & Innovation -- Know Before Customers Tell You, Where Experiences Are Unreliable -- Deliver One-Company Consistent and Desired Experiences -- Competency Five: One-Company Leadership, Accountability, and Culture -- Leadership Behaviors Required for Embedding the Five Competencies -- Enabling Employees to Deliver Value -- Staging the Work -- Transform by Breaking the Work into Attainable Segments -- Competency Maturity Map and Milestones -- Evolving Organizational Structures -- Establishing and Filling the Chief Customer Officer Role -- Assessing Organizational Readiness -- Leadership Considerations -- Chief Customer Officer Job Description and Role Definition

0

OverDrive, Inc.

6B87EA2F-A42A-4A83-BFD4-525B28E3729C

Chief customer officer 2.0

9781119047605

Customer relations-- Management.

Industrial management.

BUS-- 041000

BUS-- 042000

BUS-- 082000

BUS-- 085000

Bliss, Jeanne.

Ohio Library and Information Network.

20160603081755.6

rda

[Book]

Y