Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine

I’ve been a #SuperFan of Jeanne Bliss for over a decade, and I love the updated Chief Customer Office 2.0 book. Having been a Customer Experience (CX) Executive at Symantec, Yahoo and Sage I know first hand the C-Suite conversations and key executive alignment that must occur for any company attempting a CX focused transformation. The simple notion of “Earning the right for your business to grow, through enriching the lives of your customers”, or replacing “Loyalty with Desire” as you stop chasing NPS scores, are game changers to help you drive the right discussions in the C-Suite. The collective wisdom in this book retold through over 40 case studies, and the unique way the book is structured to around the 5 core competency framework, reinforced through ‘action labs’ and ‘my rock/my story’ make this book a go to resource for any in a Customer Success, or Experience leader. The CX Competency maturity index is a great starting point for someone new in the position, or in year 1, 2 or 3 of their tenure. Lastly, the techniques and guidance offered around uniting the companies leadership team to ensure the CEO’s legacy was most profound and useful – specifically the discussions around: - Focus on Growth and Customers as Assets (no more survey score addictions) - Identify the Power Core of your company, (to leverage that unique ‘cultural currency’ to help accelerate your work) - Uniting Leadership to connect Talk into Action (walk the talk and drive the culture) - Effectively Telling the Story of Customers Lives (care why customers stay or go) - Improving the CX Business Engine (earning the right to do this work) This book has touched all of the significant events I’ve experienced as a CX executive leader over the past decade, and based on that – I give it my highest recommendation as a “Must Read” for any CX professional. @SageThurry

This a fantastic book for any customer experience executive focused on finding practical ways to break down silos and refocus on the customer and how our customers drive real growth in the organization. Great examples and cases that provide useful insights you can use right away to rally the various silos to work together in the best interest of the customer and the organization's strategic growth. Jeanne is so insightful about various organizations and how they dynamics of the culture and leadership can effectively take steps to integrate the customer needs and desires in the experiences they now expect. I've read through parts of her book several times as good reminders of practical tips for customer experience work. I really like her approach with describing the core competencies as "the engine to deliver customer driven growth" We are working on this approach and seeing great results.

Lots of clarity and advice on how to build up CX in the organization as a CCO.

Hi, I’m Douglas Burdett, host of The Marketing Book Podcast and I’d like to tell you about the book “Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine” by Jeanne Bliss. More and more marketing books and the really smart people who write them will tell you that the last available differentiator that will grow your business is the experience that your customers have with you. Think about it. Most products and services are at parity now. Pricing is more competitive than ever. And even the best marketing will only help to get customers to try you once. And that’s because if the experience your customers have with you is a bad one, they will not return. And, they’ll tell the world on social media and review sites to stay away from you. But if your customers have a great experience and you delight them, they will remain loyal customers and tell others. And that is the most powerful marketing – studies show that people trust word of mouth recommendations from friends (and even strangers) much more than what a company says about itself. As a result, smart, growth-oriented companies are carefully engineering the entire experience that their customers have. And as easy as it is to say that, it’s really complicated to do. But it can be done and when done properly it can have a dramatic effect on a company’s growth. In “Chief Customer Officer 2.0” Jeanne Bliss walks you through precisely how to do it. The book has lots of examples of companies that have broken through and refocused their business on customers. And the linchpin of success is getting management buy-in by showing the math used to measure and hold all the different silos accountable for the customer experience. A lot of companies think they are customer oriented, but they’re not. The book shows you how to honestly diagnose the level of customer orientation and then how to reverse engineer that feedback to constantly improve and measure your progress and how that translates into dollars, cents, profits and growth. This book should be on every smart CEOs reading list. And, to listen to an interview with Jeanne Bliss about “Chief Customer Officer 2.0,” visit MarketingBookPodcast.com.

On one end of the spectrum, there's business jargon, and on the other end of the spectrum, there's Jeanne Bliss. This book toggles the aspirational and practical in a masterful manner. It is an insightful field guide towards navigating customer-centricity. The first-person accounts from the world's best CCOs are priceless. Put it together with your own discernment and what you'll have is a solid framework, high-level strategic approach, and ground-level tactical implementation to organizing around maximizing customer value.

It's a good book, but nothing I didn't already know. I was hoping to read something inspirational, but instead got a re-hash of what I already currently know and do. Even the theory is something I already thought or believed. On the other hand it can bring things you already know, but maybe forgot along the way, back to the forefront of your thinking, since I know we all get caught up in our daily routines thinking things are working fine. By bringing knowledge back to the forefront you can go that little extra mile to make things that are working fine, into things that are working even better.

This is one of my favorite business authors whose writing style is so enjoyable that I typically have devoured her previous books, just to start over and read it again for content and learning. Chief Customer Officer 2.0 is deeper than that and therefore I found that it was important to read with an engaged mind as there was so much content that the power reader would minimize the benefits of her teachings. The author went to the next level of detail to bring new clarity to her concepts which she did brilliantly in discussions on process, key questions and applicable examples from organizations she has served or networked with on the topic. Part business book, part text book this is not one to power through as there is a lot to actively take in, digest and learn. Of course, I will be reading it a second time and my highlights and notes taken within the book will be an ongoing reference. I am happy Ms. Bliss exists and is writing so strongly on a missing or often misaligned role in many organizations.

Renowned customer experience (CX) expert Jeanne Bliss has authored the definitive book on what a Chief Customer Officer is and what a CCO can do for an organization. With a personable and authoritative tone, Bliss breaks down the five key competencies of a CCO, provides a model for evaluating and tracking CCO maturity, and peppers the text with instructive anecdotes and case studies that make the concepts and advice concrete and actionable. If you're a leader considering adding a CCO to your organization, you really must read this book to help you select, develop, and set your CCO up for success. If you're a CX professional considering a CCO role, you must read this book to help you understand what the role really is, what competencies you'll need to be successful, and what impact you can expect to make.

Em sua primeira obra, Chief Customer Officer, Jeanne Bliss fala da experiência do cliente , mas aborda seu papel superficialmente. Trata-se de um livro muito focado em uma visão de serviço ao cliente que evangeliza táticas de garra para instauração da área subordinada ao CCO. Em CCO 2.0, Jeanne evoluiu sua abordagem para algo mais próximo do que já pregava Lewis carbone em seu livro Clued In, ou seja, sugere que você: - estruture a empresa em torno da experiência do cliente -facilite o feedback sempre que possível - Organize e agregue informações em um banco de dados integrado (com fontes diversas, inclusive de metricas operacionais, redes sociais e atendimento ao cliente), único e acessível que permita geração de insights. -Permita transparência através de toda organização - mantenha a liderança liderança unida - pratique melhorias contínuas da experiencia do cliente, CCO 2.0 é um trabalho muito bem estruturado e prático, recheado de exemplos reais que definitivamente dispensa leitura do primeiro livro de Bliss e se destaca como uma obra completa. . Acredito que em seu próximo trabalho, Jeanne Bliss irá se aproximar do que prega o service design, tratando experiências como resultado de uma mistura dinâmica de elementos onde a agência é distribuída e as pessoas e suas atividades produzem o contexto. Em CCO 2.0, é prestada uma atençao por demais escassa (+ ou = 2 págs) ao papel dos colaboradores para a gestão estratégica de experiência do cliente.

It was ordered for a family member who I'm yet to send it to.

The book gives you an interesting view from the CXO and how to manager a CX programme. it should have gone more in depth to reveal interesting strategies we can use.

Too often customer experience is perceived as a customer service or training problem, Jeanne explains with great clarity how much broader the work really is, while clearly presenting its long-term benefit to an organization.

The book has cover all i expected from it, it has been a very straightforward reading, much entertained and really offers added value over other CEX publications.