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Jossey-Bass

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

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"One of the best Customer Experience books of all time" - BookAuthority Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers. 1. Manage and Honor Customers as Assets 2. Align Around Experience 3. Build a Customer Listening Path 4. Proactive Experience Reliability and Innovation 5. One Company Accountability, Leadership & Decision Making Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers' lives. Jeanne Bliss fearlessly shares her tools and leadership 'recipe cards' for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning. Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine. Jeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Lands' End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer- driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view. Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners. She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011). Read more

Publisher ‏ : ‎ Jossey-Bass; 2nd edition (June 15, 2015)


Language ‏ : ‎ English


Hardcover ‏ : ‎ 288 pages


ISBN-10 ‏ : ‎ 1119047609


ISBN-13 ‏ : ‎ 05


Item Weight ‏ : ‎ 2.31 pounds


Dimensions ‏ : ‎ 6.3 x 1.2 x 9.2 inches


Best Sellers Rank: #210,916 in Books (See Top 100 in Books) #135 in Customer Relations (Books) #819 in Marketing (Books) #2,603 in Leadership & Motivation


#135 in Customer Relations (Books):


#819 in Marketing (Books):


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Top Amazon Reviews

    • This a fantastic book for any customer experience executive focused on finding ...
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. ... show more
Reviewed in the United States on December 17, 2015 by Janis
    • Why a real customer orientation is so profitable.
The media could not be loaded. 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. ... show more
Reviewed in the United States on July 27, 2016 by Douglas Burdett
    • Four Stars
Lots of clarity and advice on how to build up CX in the organization as a CCO.
Reviewed in the United States on September 3, 2017 by Daniel Ord
    • A must read - go to resource for any CX professional
Review Image by Bradford S. Bradford S.
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 ... show more
Reviewed in the United States on August 20, 2015 by Bradford S. Bradford S.
    • Applicable, Deep, Knowledge Sharing from the Best Author and Practioner on the topic
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. ... show more
Reviewed in the United States on September 28, 2015 by Robert Scott Burns

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