Description
Book SynopsisA 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.
Table of ContentsIntroduction
Your Reading Road Map for Chief Customer Officer 2.0
1 Chief Customer Officer Role Clarity 1
Five Customer Leadership Competencies: Drive Simplicity, Role Clarity, and Adoption.
Quick Audit: Where are You Today on the Five Competencies?
2 Unite Leadership to Achieve Customer-Driven Growth 25
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.
3 Competency One: Honor and Manage Customers as Assets 71
Know the Growth or Loss of Customers and Care about the “WHY?”
4 Competency Two: Align around Experience 89
Give Leaders a Framework for Guiding the Work of the Organization.
Unite Accountability as Customers Experience You. Not Down Your Silos.
5 Competency Three: Build a Customer Listening Path 111
Seek Input and Customer Understanding, Aligned to the Customer Journey.
Tell the Story of Customers’ Lives.
6 Competency Four: Proactive Experience Reliability & Innovation 137
Know Before Customers Tell You, Where Experiences Are Unreliable.
Deliver One-Company Consistent and Desired Experiences.
7 Competency Five: One-Company Leadership, Accountability, and Culture 159
Leadership Behaviors Required for Embedding the Five Competencies.
Enabling Employees to Deliver Value.
8 Staging the Work 199
Transform by Breaking the Work into Attainable Segments.
Competency Maturity Map and Milestones.
Evolving Organizational Structures.
9 Establishing and Filling the Chief Customer Officer Role 219
Assessing Organizational Readiness.
Leadership Considerations.
Chief Customer Officer Job Description and Role Definition.
Next Steps
Acknowledgments
About the Author
Index
